Manager, Account Mgmt

Conectiv Supply Chain Solutions•Memphis, TN

11d•Onsite

About The Position

The Manager of Account Management is a detail-oriented, customer-focused role supporting and growing relationships with key physical media, vinyl, music, and game clients. The role serves as the primary liaison between Conectiv and its clients, coordinating communication and production workflows and delivering service throughout manufacturing and distribution. The Manager bridges customers and internal teams—including production, scheduling, logistics, pricing, and quality assurance—and is responsible for account growth, retention, and customer satisfaction. The role leads and develops account managers, oversees key accounts and escalations, and monitors the full order lifecycle from order creation through production, procurement, packaging, shipment, and receipt at the distribution center. It also manages customer requirements and commitments, aligns demand with plant capacity, reports on account health and performance, and identifies opportunities to improve service and grow accounts. The position is onsite five days per week in a professional office environment. Minimal travel may be required for customer meetings, business reviews, site visits, or internal leadership meetings.

Requirements

At least 5 years of experience in account management, client services, customer success, operations, or supply chain services.
At least 2 years of supervisory experience.
Manufacturing and/or supply chain experience.
High proficiency in MS Office 365.
Customer-first mindset and ability to manage multiple client contacts and tight deadlines.
Ability to troubleshoot issues empathetically and efficiently while maintaining professionalism under pressure.
Excellent professional written and verbal communication skills, including the ability to work across functional groups, geographic regions and cultures, and organizational levels.
Excellent interpersonal skills and ability to elicit cooperation from upper management, clients, other departments, and people with different work styles.
Self-motivation and ability to prioritize multiple projects, details, decisions, and deadlines in a fast-paced, changing, high-pressure environment.
Experience handling difficult or emotional customer situations and responding promptly to customer needs.
Excellent judgment and ability to address problems involving multiple variables and pressures, including conflict resolution.
Strong attention to detail and ability to collect data, establish facts, and draw valid conclusions.
Knowledge of contract administration and terms, with the ability to interpret contracts.
Ability to work independently and collaboratively in a team-oriented environment.
Strong understanding of SLA and KPI management, operational scorecards, service-level reporting, and performance improvement plans.
Ability to influence cross-functional teams and drive accountability without direct reporting authority.
Demonstrated ability to lead, coach, and develop a customer-facing team, including performance management, workload prioritization, coverage planning, and accountability routines.
Bachelor’s degree in business management, supply chain, marketing, or a related field preferred; an equivalent combination of education and experience is required.

Nice To Haves

Power BI, advanced Excel, dashboard and reporting tools, and AI-enabled productivity tools.
Experience working with manufacturing vendors, printers, or fulfillment partners.
Familiarity with physical media, vinyl, music and games distribution platforms, and retail logistics.
Background in sales support, account coordination, or production planning.
Working knowledge of the vinyl production process; strongly preferred.

Responsibilities

Lead, mentor, train, and develop a team of account managers to deliver excellent client service.
Serve as the escalation point for key accounts and resolve complex client issues.
Monitor production timelines and provide clients with daily open-order reports, status updates, and notice of potential delays.
Set account management strategies and performance goals, and monitor KPI performance through reporting.
Oversee order flow from order creation through production, print procurement, packaging, shipment, and receipt at the distribution center, ensuring accuracy and timeliness.
Monitor bills of materials, orders, customer assets, invoices, and other customer requirements.
Manage inventory and production related to workability, providing feedback to internal and external customers.
Collaborate with production and scheduling teams to align customer demand with plant capacity.
Review client order patterns, production timelines, and forecasts to anticipate and address potential challenges.
Develop account review processes and conduct periodic business reviews with clients.
Track client satisfaction and implement continuous improvement initiatives to enhance the customer experience.
Ensure account management practices comply with company standards, quality requirements, and industry regulations.
Prepare regular reports on account health, team performance, and revenue growth.
Interpret, enforce, and maintain customer contracts, rate cards, Service Level Agreement documents, and associated organizational commitments.
Coordinate quotations with Pricing, Contracts Administration, and Sales.
Provide and maintain customer forecast information and reports.
Educate customers about manufacturing production options, packaging and print, and best practices.
Identify opportunities to upsell or cross-sell services such as custom packaging or marketing bundles.
Stay current with record industry trends, artist needs, and evolving client expectations.
Build knowledge of each client’s business, organization, and objectives.
Cultivate long-term relationships with artists, labels, and music distributors to support satisfaction and repeat business.
Identify and document issues and concerns; assess feasible resolutions; present options, corrective actions, and change plans as needed.
Make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations.
Lead customer-facing business reviews, performance meetings, and executive-level service discussions.
Manage customer escalations, service recovery plans, corrective actions, and executive-level communications.
Analyze operational data, identify trends, communicate insights, recommend corrective actions, and drive cross-functional accountability.