Client Relations Manager
3 weeks ago
Ingram Content Group (ICG) is hiring a Client Relations Manager to join our team in La Vergne, TN. In this role, you will serve as the primary point of contact between Ingram Book Company (IBC) and assigned key International retail clients 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 IBC to maximize their success. You’ll take ownership of meetings with clients and provide constructive feedback. The Client Relations Manager collaborates with existing customers and prospects to represent IBC in the promotion, coordination, and participation of selling IBC programs, products, systems, and services. Additionally, you’ll maintain client satisfaction exemplified by being client-focused and responding with a sense of urgency. Further, you will work directly with other departments such as Sales, IT, Finance, Operations, and Product on client-related issues. Finally, the Client Relations Manager works cross-departmentally on key projects that drive business development initiatives for some of the largest IBC 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.
Required Qualifications:
- Bachelor’s degree or year-for-year directly related experience in account management/success or support management.
- 4 years of book industry (distribution, buying, selling) or client management experience.
- 1 year of experience with MS Excel and Word.
Preferred Qualifications:
- Prior experience working with formal Reporting Tools/Platforms (examples: PowerBI/Qlik).
- Experience with creating and presenting PowerPoint presentations.
- Proficient in Excel
- Retail/Channel, Wholesale, and/or E-Commerce Experience
Key Responsibilities:
- Conducts account reviews with assigned retail 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 retailers 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 retailer.
- 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 IBC projects including projects that touch Finance, Product, IT, Operations, Lightning Source and Data.
- Participates in process management and system improvement projects working with Sales, IT, and other IBC departments.
- Manages and ensures resolution of customer relations’ issues and works directly with client to resolve issues.
- Responds with recommendations/decisions on day-to-day issues within the framework of the International sales group.
- Serves as POC (point of contact) for International Pipeline and Project tracker to ensure progress toward target dates.
- Serves as POC for International priorities with Sales Operations team.
- Partners with the Director and Account Managers to generate revenue and/or profit margins in assigned accounts.
Perks/Benefits:
- A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
- 15 vacation days & 12 sick days accrued annually and 3 personal days
- 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more
- Wellness program with access to onsite gym and basketball court for associates
- Avid reader? Numerous opportunities to engage with books and authors
- Free card registration at the Nashville Public Library
- Discounted offers to self-publish with IngramSpark®
- Encouraged continued education with our tuition reimbursement program
- Financial and in-kind opportunities to engage with non-profits in your community
- Company match program for United Way donations
- Volunteer opportunities and in-kind drives for non-profits throughout the year
- Take breaks or brainstorm in our game room with ping pong & foosball
- Casual Dress Code
Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.
Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
- EEO/AA Employer/Vet/Disabled
- We participate in EVerify.
- EEO Poster in English
- EEO Poster in Spanish
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