Director of Account Management

At KDV Label, we’re passionate about what we do and hold ourselves, and one another, accountable to living our core values each day: craftsmanship, care, collaboration, creativity, and curiosity. This creates a friendly and rewarding work environment where you can grow your career and truly be part of the team.

KDV Label has production facilities in Waukesha, Wisconsin; Loveland, Colorado; and Sugar Grove, Illinois. We have become a leader in the label industry by maintaining our strong reputation for quality, consistency, and performance.

Our Customer Experience Team is instrumental in upholding that reputation. Working together across Account Management and Customer Service, the team is responsible for ensuring each customer is served at the exemplary level for which KDV is known. Understanding and delivering on KDV’s philosophy and processes for providing world-class service are critical to every role on this high-performing, customer-focused team.

Reporting to the VP of Customer Experience & Sustainability, the Director of Account Management is responsible for the leadership, performance, scalability, and continuous improvement of KDV’s Account Management function. This position establishes the systems, processes, standards, resources, and performance expectations necessary to deliver a consistent and exceptional customer experience across locations while supporting profitable growth.

The Director leads and develops the Account Management team and works cross-functionally with Sales, Operations, Scheduling, Prepress, Quality, Estimating, IT, Finance, and other departments to improve execution throughout the customer journey.

With a strong focus on process optimization, technology, automation, data, and organizational development, the Director identifies and removes barriers to effective customer service and builds scalable processes that enable the team to support KDV’s continued growth.

The Director also serves as the senior escalation point for complex customer and service matters and partners with Sales and organizational leadership on strategic customer programs, new business opportunities, and customer experience initiatives.

Responsibilities

• Lead, develop, and hold accountable the Account Management team, establishing clear roles, expectations, service standards, and performance objectives.
• Establish the operating model, processes, and standards for Account Management across KDV locations.
• Develop and optimize scalable workflows, systems, standard operating procedures, and tools that improve efficiency, accuracy, responsiveness, and customer experience.
• Champion effective use of ERP, CRM, automation, workflow technology, and data within the Account Management function.
• Identify recurring customer and operational friction points and lead cross-functional efforts to address root causes.
• Establish and monitor departmental KPIs related to responsiveness, execution, customer experience, productivity, accuracy, and other appropriate measures.
• Evaluate departmental capacity, workload, organizational structure, and resource requirements.
• Develop the Senior Account Manager role as the day-to-day operational leadership layer within the department.
• Establish training, onboarding, cross-training, and professional development expectations for Account Management personnel.
• Lead change management associated with new systems, processes, customer programs, and organizational initiatives.
• Partner with Sales leadership to support customer retention, account development, prospective customers, and strategic opportunities.