Customer Success Account Manager
3 days ago
Kansas City
Job Description OUR CULTURE We move to the beat of a different drum. Our core values aren’t just words on a piece of paper but something we strive to live out every day. We make a difference in the lives of our employees, their families, and our communities. We accomplish this by using our time, talents and resources. Each of our locations support local charities and we offer the opportunity to participate in international mission trips. We are committed to our culture. We rally behind our core values, and we deliver a positive experience to our customers. We celebrate our employees’ success and encourage our team members to bring their insights and recommendations to the table. Are you ready to discover your true potential? Are you ready to join the Lineage family? Position Summary The Customer Success Account Manager is a vital link between our clients and internal operations, ensuring every print and mail project is executed seamlessly from start to finish. This role is responsible for delivering exceptional customer service, strengthening client relationships, and driving retention through proactive communication, accuracy, and problem-solving. You’ll collaborate closely with Production, Presort, and Transportation teams to coordinate workflows, manage client expectations, and ensure every project is completed efficiently, on time, and to the highest standard. What You’ll Do • Serve as the primary point of contact for assigned client accounts, delivering outstanding service and proactive communication, • Manage day-to-day client relationships, including current, new, and upcoming projects, • Coordinate all aspects of print and mail jobs—from job ticket creation and estimates to scheduling and final invoicing, • Maintain accurate client records, including USPS compliance documentation, pricing, contracts, and account activity, • Partner with internal teams to ensure accurate execution of client requests and production requirements, • Troubleshoot and resolve client concerns, including escalations and complex requests, • Prepare and analyze customer, inventory, and operational reports, • Identify opportunities to improve processes, reduce costs, and enhance service delivery, • Manage account balances, reconcile discrepancies, and support accounts receivable processes, • Oversee billing accuracy, including weekly/monthly invoicing and postage reconciliation, • Assist customers with invoicing questions, concerns, and postage payment applications, • Support order processing systems by ensuring data accuracy and maintaining job documentation, • Collaborate with Transportation to communicate route updates and delivery changes, • Embody company core values—Integrity, Growth, Family Culture, Pursuit of Excellence, and Compassion—in all interactions What We’re Looking For • 3+ years of customer service experience (account or project management experience preferred), • 2–3 years of invoicing or billing experience, • Experience in postal services or digital print (a strong plus), • Strong problem-solving and critical thinking abilities, • Advanced proficiency in Microsoft Office (Excel, Word, Outlook; Access is a plus), • Excellent organizational skills with strong attention to detail and urgency, • Ability to manage multiple priorities in a fast-paced environment, • Strong communication skills—both written and verbal, • Solid understanding of accounts receivable processes (preferred), • High level of accuracy in data entry and documentation, • Positive attitude, professionalism, and strong work ethic, • Reliable attendance and time management Work Environment & Physical Requirements • Combination of office and warehouse environment, • Use of standard and specialized equipment (computers, copiers, mail processing machines, inserters, printers, sorters, etc.), • Mix of sedentary and active work, • Ability to lift/carry up to 25 lbs as needed, • Physical tasks may include standing, bending, reaching, and filing, • Regular communication (speaking and hearing) required BENEFITS: Lineage Offers full time employees with the following benefit options: • Medical, Dental, Vision Insurance, • Company paid Long Term Disability and Basic Life Insurance, • Voluntary Additional Life Insurance/AD&D, Short Term Disability, Accident Insurance, Critical Illness Insurance, and Hospital Insurance, • $1000 Health Payment Account, • 401k and Roth 401k with discretionary employer contributions, • Paid Time Off starting at 12 days, and accruals start upon hire, • Paid Holidays, • Parental Leave, • Annual Company Bonus Programs, • First Time Homebuyers Program gifting $10k towards the purchase of your first home, • Area Caring Teams designed to meet the needs of our employees, whether it be emotionally, financially, or spiritually. Lineage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.