Manager, Account Mgmt

Position Summary

The Manager of Account Management is a detail-oriented and customer-focused role to support and grow relationships with our key physical media, vinyl, music and game clients. In this role, you will act as the primary liaison between our company and the client, ensuring smooth production workflows, timely communication, and exceptional service throughout the manufacturing and distribution process. The Manager will act as the bridge between customers and internal operations-production, scheduling, logistics, pricing, and quality assurance-while also driving account growth, retention, and overall customer satisfaction.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, mentor, and develop a team of account managers to deliver world-class client service
• Serve as escalation point for key accounts and resolve complex client issues
• Monitor production timelines and proactively communicate order status updates and potential delays to the client in the form of a daily open order report
• Set account management strategies, performance goals, and monitor KPI performance through reporting
• Oversee order flow from placement from order creation through production, print procurement, packaging, shipment, and receipt of product to the distribution center to ensure accuracy and timeliness
• Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements
• Manage inventory/production that relate to workability and provide feedback to external and internal customers
• Collaborate closely with production and scheduling teams to align customer demand with plant capacity
• Review and analyze client order patterns, production timelines, and forecasts to proactively address potential challenges
• Develop account review processes and conduct periodic business reviews with the client
• Monitor and track client satisfaction; implement continuous improvement initiatives to enhance customer experience
• Ensure account management practices comply with company standards, quality requirements, and industry regulations
• Prepare regular reporting on account health, team performance, and revenue growth
• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents and associated commitments made on behalf of the organization
• Coordinate quotations with support from Pricing and Contracts Administration and Sales
• Provide and maintain customer forecast information and reports
• Educate customers on manufacturing production options, packaging/print, and best practices to guide them toward successful outcomes
• Identify opportunities to upsell or cross-sell additional services such as custom packaging or marketing bundles
• Stay current with record industry trends, artist needs, and evolving client expectations
• Build a knowledge base of each client's business, organization, and objectives
• Cultivate long-term relationships with artists, labels, and music distributors to drive customer satisfaction and repeat business
• Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
• Coach, motivate, lead, train and develop employees; make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations

Education and Experience

• Bachelor's degree in business management, supply chain, marketing, or related field preferred or equivalent combination of education and experience required

Additional Eligibility Qualifications

• A minimum of 5 years of experience in account management, client services, customer success, operations, or supply chain services
• Minimum 2 years supervisory experience
• High degree of proficiency in MS Office 365
• Manufacturing and/or supply chain experience
• Customer-first mindset with the ability to juggle multiple client contacts and tight deadlines
• Troubleshoot issues with empathy and efficiency, maintaining professionalism under pressure
• 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
• Experience leading customer-facing business reviews, performance meetings, and executive-level service discussions.
• Strong understanding of SLA/KPI management, operational scorecards, service-level reporting, and performance improvement plans.
• Experience managing customer escalations, service recovery plans, corrective actions, and executive-level communication.
• Demonstrated ability to analyze operational data, identify trends, communicate insights, and recommend corrective actions.
• Ability to influence cross-functional teams and drive accountability without direct reporting authority.
• Power BI, advanced Excel, dashboard/reporting tools, and AI-enabled productivity tools preferred.
• Proven ability to lead, coach, and develop a customer-facing team, including performance management, workload prioritization, coverage planning, and accountability routines.

Preferred Experience:

• 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 a plus
• Working knowledge of the vinyl production process is strongly preferred

Work Environment

This job operates in a professional office environment onsite 5 days per week. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, and smartphones.

Physical Demands

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.

Travel

Minimal travel may be required for customer meetings, business reviews, site visits, or internal leadership meetings.

Other Duties

Please note this Job Profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.