Customer Account Manager (not sales)
Customer Account Manager (not sales)
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a detail-oriented and customer-focused Manager of Client Management to support and grow relationships with our optical disc/games customers including independent publishers and this role you will act as the primary liaison between our company and clients ensuring smooth production workflows timely communication and exceptional service throughout the optical disc/games manufacturing and distribution process. Primary customer contact to manage customer accounts by overseeing all aspects of the assigned client relationships both commercially and operationally. Responsible for supervising and monitoring work flows and implementing process enhancements and solutions. Make company-binding decisions and commitments to customers.
Essential Functions - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Build and maintain trustworthy external and internal customer and vendor relationships through accurate thorough and timely communication of information and setting and managing expectations
- Serve as the main point of contact for a portfolio of clients managing orders timelines and expectations from production to delivery
- Cultivate long-term relationships with publishers and distributors to drive customer satisfaction and repeat business
- Coordinate cross-functionally with production design logistics and finance teams to ensure successful project execution
- Interpret enforce and maintain individual customer contracts rate cards Service Level Agreement documents and associated commitments made on behalf of the organization
- Monitor production timelines and proactively communicate status updates or potential delays to clients
- Identify opportunities to upsell or cross-sell additional services such as custom packaging marketing bundles or re-pressing
- Troubleshoot issues with empathy and efficiency maintaining professionalism under pressure
- Stay current with industry trends and evolving client expectations
- Build a knowledge base of each clients business organization and objectives
- Provide and maintain customer forecast information and reports
- Manage capacities at multiple manufacturing and distribution sites to ensure timely manufacturing and obtainment of requested due dates
- Manage inventory/production that relate to workability and provide feedback to external and internal customers
- Identify & document issues/concerns assess feasible resolutions present options corrective actions and change plans as necessary
- Coordinate quotations with support from Pricing and Contracts Administration and Sales
- Responsible for monitoring bill of materials orders customer assets invoices and other customer requirements
- Coach motivate lead train and develop employees; make decisions and recommendations regarding recruitment advancement performance management and employee relations
Qualifications :
- Bachelors degree in business management marketing or related field preferred or equivalent combination of education training and experience
- 4 years experience within customer service or account management required preferably in music or physical media industry
- At least 2 years supervisory experience
- High degree of proficiency in MS Office 365 and CRM
- Manufacturing and/or supply chain experience
- Customer-first mindset with the ability to juggle multiple client accounts and tight deadlines
- Experience in team management talent development and coaching team members to succeed
- Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups geographic regions/cultures different levels of internal and external client organizations
- Excellent interpersonal skills with the ability to elicit cooperation from a wide variety of sources including upper management clients other departments and interact with various work behavior styles
- Highly self-motivated with ability to handle and prioritize multiple projects details decision-making and deadlines within an ever-changing fast-paced high-pressure environment
- Experience and comfortability managing difficult or emotional customer situations and responding promptly to customer needs
- Excellent judgment and capacity to deal with problems involving multiple variables and pressures including conflict resolution
- Strong attention to detail with the ability to collect data establish facts and draw valid conclusions
- Must have knowledge of contract administration terms and have ability to interpret contracts
- Experience at working both independently and in a team-oriented and collaborative environment
- Conform to shifting priorities demands and timelines through analytical and problem-solving capabilities
Preferred Experience:
- Experience working with manufacturing vendors printers or fulfillment partners
- Familiarity with music distribution platforms and retail logistics
- Background in sales support account coordination or production planning a plus
- Working knowledge of the optical disc production process is strongly preferred
Additional Information :
Why Work With Us
- A culture of innovation collaboration and teamwork
- Training and opportunities to grow within the company
- Medical dental vision benets (comprehensive coverage with low premiums)
- 401k w/ employer match and life insurance at no cost to our employees
- Paid vacation holidays sick time and disability insurance
Work Environment/Physical Requirements
This job operates an office environment. This role routinely uses standard office equipment such as laptop computers phones photocopiers filing cabinets and smartphones.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job the employee is regularly required to communicate (verbal/written) converse with and exchange information with others. The employee is frequently required to remain in a stationary position for long periods of time; occasionally move between their workspace and office machinery. The person in this position must operate a computer and other office machinery such as a copy machine printer calculator; pull/retrieve/file documents in a filing cabinet. May need to position oneself to move between tight high or low spaces. Seeing abilities required by this job include detecting/identifying/recognizing/inspecting objects close to the employee within a distance peripherally depth perception and the ability to adjust focus.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
Applicants are considered for employment without regard to race religion creed color national origin ancestry medical condition (including genetic characteristics) mental and/or physical disability or handicap marital status sex age veteran status citizenship status sexual orientation gender identity political party preference political belief socioeconomic status familial status registered domestic partner status military service pregnancy childbirth and related medical conditions and any other characteristic or activity protected by federal state or local law.
All your information will be kept confidential according to EEO guidelines.
Compensation commensurate with years of experience qualifications education skills and abilities.
Our most important asset is our People
Our success greatly relies on our peoples energy motivation and talent.
We are dedicated to cultivating a workforce that embraces and celebrates diversity as we believe our differences drive our creativity and innovation.
We are proactive in supporting equality and maintaining an inclusive work environment developing and enhancing career opportunities for all.
If you require a reasonable accommodation at any step of the application process please let us know by answering the dedicated question in this application form.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
