Sr Client Relations Manager

Ingram Content Group (ICG) is hiring a Client Relations Manager to join our team in LaVergne TN (Greater Nashville Area).

The Senior Client Relations Manager manages Lightning Source client relations with key assigned publishers by leading the ongoing business relationship resolving issues instructing clients on policies/procedures consulting with clients regarding industry protocols and counseling clients in the tools available through LS to maximize their success. This individual will collaborate with various support teams including Sales and follow up on client requests to maintain client satisfaction. They will take ownership of meetings with client publishers provide constructive feedback in partnership with sales as needed and maintain client satisfaction by being client focused and responding with a sense of urgency.  Additionally they will collaborate with other departments such as Sales IT and Premedia on clientpublisher related production and quality issues. The Sr. Client Relations Manager will also work crossdepartmentally on key projects that drive business development initiatives for the largest Lightning Source accounts.   

Do you have experience working with publishers  Have a passion for helping publishers be successful

At Ingram our publisherfacing business offers more than just traditional wholesale services.   It offers fully integrated and relevant solutions for client publishers.   Comprised of book printing digital book distribution sales and marketing services this part of Ingrams business helps publishers discover more ways to sell content in markets across the globe.  Based in the Nashville area New York Berkeley and other locations our teams are collaborative innovative dynamic and passionate about the business. 

The world is reading and it is our goal to connect as many people to the content they want in the simplest ways.  If you share that passion enjoy working in a fastpaced environment and want to contribute to a strategic part of the business that is evolving and expanding we cant wait to meet you!

Required Qualifications:

• Bachelors degree or yearforyear directly related experience in account management/success or support management.
• 6 years book industry (distribution buying selling) or client management experience
• 5 years of experience with MS Excel and Word

Preferred Qualifications:

• Ability to manage intricate processes flex across different responsibilities and handle a variety of client needs
• Ability to assess complex information and develop solutions to support client and business needs
• Experience supporting largescale projects
• Ability to work with multiple departments (Client Services PreMedia EDI Sales etc. to ensure efficient workflow and data management
• Confident in engaging with publishers through calls and video meetings providing guidance and delivering a personalized touch
• Background in large multidepartmental organizations is beneficial

Key Responsibilities:

• Serves as liaison between assigned client publishers and the Ingram organization including but not limited to formal and informal communications evaluating client expectations and Ingrams ability to meet those expectations and forming strong interactions with all levels within the publisher
• Maintains and utilizes uptodate knowledge as Lightning Source operational expert for assigned publisher base travelling for client publisher visits as necessary
• Develops clientspecific agenda and objectives; prepares appropriate reports; discusses clients current/yeartodate business; communicates changes in policy/procedure explains benefits and requirements; discusses any concerns; and commits to a followup plan
• Actively seeks to improve and simplify the operational systems process and policies in support of the company strategic initiatives and goals
• Manages LS projects including projects that touch finance IT Ops EOM Marketing and Digital
• Works directly with clientpublishers to resolve issues and is granted authority up to specified limits to issue credits or reworks.
• Presents client publisher reports and updates during client review meeting with Lightning Source leadership and sales.
• Informs and educates clients on peer industry trends including Ingram programs to further publishers sales opportunities.
• Actively works with sales to achieve sales goals budgets and facilitate sales opportunities across all market channels.
• Communicates with new clients including select management of initial contact contract and onboarding the first year with Lightning Source.

Hiring Salary Range: $63945k $80849k.  This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to:  the applicants education experience knowledge skills and abilities geographic location as well as internal equity and alignment with market data.

Additional Information :

• 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 Assistant programs Group Legal & more
  • Wellness program with access to onsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program
• Financial and inkind opportunities to engage with nonprofits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and inkind drives for nonprofits 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. 

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.

• EOE Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English