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Position Summary

The Account Manager plays a key role in delivering high-quality customer service to Swank Customers. This role is responsible for growing and maintaining strong relationships with customers, ensuring high awareness and utilization of the program, and addressing any concerns or identifying opportunities for business growth. Additionally, the Account Manager supports process management, marketing, and order fulfillment, while contributing to overall departmental goals, including customer satisfaction and retention.

The role requires adaptability, a customer-focused approach, and collaboration with internal teams such as Account Executives, Rights Management and Marketing. The Account Manager will also be responsible for setting individual goals, maintaining accountability for key metrics, and actively participating in process improvements.

Responsibilities

Order Fulfillment and Data Management for Customers

+ Process customer orders with 98% accuracy, ensuring fulfillment within 5 business days

+ Maintain accurate data in the CRM system, with 100% accuracy in monthly updates

Customer Service and Relationship Management

+ Develop and maintain strong relationships with customers to maximize program utilization and customer satisfaction

+ Respond to customer inquiries within 24 hours, ensuring timely resolution of issues

+ Support contract renewals in collaboration with the Customer Relationship Manager, ensuring 90% renewal completion each quarter

+ Provide customers with regular program updates, including movie selections, promotional materials, and new releases

Process Improvement & Adaptability

+ Suggest and implement process improvements annually to enhance customer service and order fulfillment

+ Stay adaptable to changes in technology, products, and processes, demonstrating a commitment to continuous learning

Collaboration and Team Focus

+ Collaborate with Account Executives, Customer Relationship Managers, and internal teams to address customer concerns and drive business success

+ Actively participate in team meetings and brainstorming sessions, contributing to a positive, solution-oriented environment

Project Work

+ Assist with various departmental projects to move initiatives forward

+ Handle the procurement and inventory of TV content across all markets

+ Ensure timely and accurate entry of short content details into the system

Requirements

Professional Requirements

+ Minimum of one year of experience in customer service and fulfillment

+ Strong organization skills, problem-solving abilities, and adaptability in handling multi projects and customers at same time

+ Proven ability to develop strong customer relationships and improve customer satisfaction and loyalty

+ Strong attention to detail, ability to manage high-volume data entry, and comfort with technology, including Microsoft Office and CRM systems

Education Requirements

+ Bachelor’s degree required

Organizational Relationships

+ Reports to the Vice President of Distribution Partnerships

Benefits

+ Comprehensive compensation and healthcare packages, including medical, dental, vision, and life insurance products

+ 401(k) plan with employer match

+ Competitive paid time off: vacation, personal time, holidays, and winter break

+ Company sponsored volunteer & community outreach opportunities

+ Organizational growth potential through our company sponsored online learning platform

+ Hybrid work environment

EOE, including disability and veterans