Enterprise Account Manager - North America

Role Overview

BlueCrest is seeking an Enterprise Account Manager (North America) to build long-term relationships with strategic enterprise clients in the print & mail space. You will serve as a trusted advisor, drive operational excellence across multi-site service delivery, protect and grow revenue, and ensure account profitability.

Key Responsibilities

Customer Relationship Management

• Act as the primary Service contact for assigned strategic enterprise accounts
• Build executive-level relationships with operational leaders and C-suite stakeholders
• Understand customer objectives, business challenges, and long-term strategies to develop trusted-advisor status
• Lead regular business reviews, performance discussions, and executive meetings

Service Delivery & Operational Excellence

• Develop and execute account engagement strategies with Service and Sales leadership
• Ensure consistent service delivery across multiple customer locations
• Create and manage account action plans to address service gaps and improvements
• Monitor customer satisfaction and proactively manage escalations to resolution

Revenue Growth & Business Development

• Identify opportunities for additional services, upgrades, and value-added solutions
• Partner with Sales to expand relationships and support revenue growth initiatives
• Promote BlueCrest service capabilities aligned with customer business objectives
• Mitigate competitive threats and strengthen partnerships to protect revenue

Financial Management

• Drive accountability for account profitability and overall financial performance
• Analyze service delivery metrics, operational KPIs, and financial results
• Develop forecasts and plans to achieve revenue, margin, and growth targets
• Find efficiencies and cost-saving opportunities to improve profitability and value

Leadership & Collaboration

• Collaborate cross-functionally with Service Operations, Sales, Professional Services, Product Management, and Customer Success
• Champion best practices and continuous improvement
• Support development and standardization of enterprise account management processes

Requirements

• Bachelor’s degree in Business, Engineering, Operations Management, or related field (or equivalent experience)
• 10+ years in enterprise account management, customer success, service operations, or strategic account leadership
• Experience in print and mail industry (operations management or as a service provider)
• Proven ability managing large, multi-site operations or enterprise customer relationships
• Experience presenting and negotiating with senior executives/C-suite
• Strong understanding of service delivery, operational performance, and customer retention
• Demonstrated P&L ownership, business case/ROI building, and attainment of financial objectives
• Strong communication, negotiation, conflict resolution, and relationship-building skills
• Analytical skills to leverage data for business decisions

Remote & Travel

• Fully remote (United States)
• Approximately 50% domestic travel to customer locations