Publishing Operations Manager Jobs in Michigan (NOW HIRING)

Job Title: Manager, Client Success

Reports To: Vice President, Partnerships

About the Role

As the Manager, Client Success, you will help support our largest client by serving as a key component of our print and fulfillment operations. You will manage end-to-end execution from purchase orders to inventory control, vendor management, fulfillment tracking, and ensuring timely and accurate delivery of materials. You’ll use data-driven insights to monitor health, mitigate risk, and champion the voice of the client. Partnering with operational teams, you will build scalable processes, refine success playbooks, and execute strategic account plans to consistently achieve retention and expansion, while elevating our brand as a trusted advisor. This position reports directly to the VP of Partnerships.

Key Responsibilities

• Serve as a lead point of contact for account management matters.
• Provide leadership representation at vendor/partner meetings and in continual vendor management.
• Proven experience managing and holding internal teams and vendors accountable.
• Monitor, evaluate, resolve, and assist with complex client requests.
• Establish clear and concise communication cadence with all members of the client team to monitor account health and discuss business needs.
• Work closely with client to ensure accurate forecasting for both print and fulfillment.
• Serve as escalation point for higher-risk client situations and guide internal and external teams through effective resolution plans.
• Establish and continually improve operational processes, controls and documentation.
• Develop trusted relationships with client teams and other key contacts.
• Proactively identify potential business challenges and develop action plans to preempt or resolve before they become a concern or issue.
• Collect data and analyze to share with internal leaders and identify areas for improvement for the client and our business.
• Forecast and track key account metrics (e.g., weekly to quarterly results, SLA’s and annual forecasts).
• Regularly prepare biweekly reports on account status, areas of caution, need for escalations, etc.
• Identify areas of risk and develop contingency plans.
• Help resolve chronic or systemic vendor issues while focusing on long-term partnerships. Establish quarterly SLA meetings with vendors.
• Partner with internal and external operations teams to ensure alignment and achievement of client needs.
• Continuously identify proactive client solutions and trends in the business.
• Occasional travel, up to 25%, may be required.

Bonus if the candidate is in Southern California, within driving distance to Fontana, CA, or in the greater Cincinnati, OH area.

What You’ll Need

• At least 3-5+ years of proven experience as a Client Success Manager, Relationship Manager and/or Project Manager.
• Proactive mindset, able to anticipate client needs, exceed expectations, and chart a clear pathway to client success.
• Strong ability to manage and implement project plans as part of a cross-functional client delivery team.
• Comfortable operating in a fast-paced deadline driven environment with changing priorities and evolving business needs.
• Strong written and verbal communication skills, including the ability to influence cross-functional stakeholders and senior leaders.
• Proven experience managing and holding internal teams and vendors accountable.
• Excellent relationship building and management skills.
• Outstanding verbal and written communication skills to contact, email, and meet with clients regularly.
• Comfortable working with, analyzing, and presenting data to vendors, internal stakeholders, and clients.
• Above average interpersonal skills and an overall team player. Strong analytical skills with high attention to accuracy and detail.
• Excellent problem-solving abilities and an analytical-mind type of aptitude.
• A positive, optimistic, outgoing personality is a must.
• Operate with a sense of urgency and drive tasks to successful outcomes.
• Excellent organizational and time-management skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel, & PowerPoint).

Preferred Education / Experience

• At least a bachelor's degree in business, communications, supply chain, or related field of study.
• Experience in supply chain, operations management, logistics and/or print production.