Client Relations Manager

Ingram Content Group•La Vergne, TN

2d•Onsite

About The Position

Ingram Content Group (ICG) is hiring two Client Relations Managers to contribute to our team in our La Vergne, TN office. In this role, you will serve as the primary point of contact between Lightning Source and assigned key client publishers to resolve issues, lead the ongoing business relationship, instruct clients on policies/procedures, utilize industry experience in consultation with clients, and counsel them in the tools available through LS, as well as the broader Content group to maximize their success. In consultation with sales, you’ll take ownership of meetings with client publishers and provide constructive feedback. You will maintain client satisfaction exemplified by being client-focused and responding with a sense of urgency. In this role, you’ll work directly with other departments such as Sales, IT and Pre-media on client publisher-related production and quality issues. In addition, you will work cross departmentally on key projects that drive business development initiatives for the largest Lightning Source accounts. Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries, and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning.

Requirements

Bachelor’s degree or year-for-year directly related experience in account management/success or support management
4 years book industry (distribution, buying, selling) or client management experience
1 year of experience with MS Excel and Word

Nice To Haves

Experience/knowledge of AI (Artificial Intelligence) tools
B2B Client Success or Client Management experience

Responsibilities

Conducts account reviews with assigned publisher clients.
Develops client-specific agenda and objectives; prepares appropriate reports; discusses client’s current/year-to-date business; communicates changes in policy/procedure, explains benefits and requirements; discusses any concerns; and commits to a follow-up plan.
Serves as liaison between assigned client publishers and the Ingram organization, to include, but not limited to, formal and informal communications, evaluating client expectations and Ingram’s ability to meet those expectations, and forming strong interactions with all levels within the publisher.
Operates as the main operational point of contact for all things pertaining to assigned clients.
Looks to improve and simplify the operational systems, process, and policies in support of the company strategic initiatives and goals
Participates in LS projects including projects that touch finance, IT, Ops, EOM, Marketing, and Digital.
Participates in process management and system improvement projects working with Sales, IT, and other LS departments.
Works directly with client-publishers to resolve issues and is granted authority, up to specified limits, to issue credits or reworks.
Manages and ensures resolution of customer relations issues.
Responds with recommendations/decisions on day-to-day issues within the framework of the Client Services groups
Develops and maintains profitable and successful relationships with IPS client publishers.