Client Relations Manager

Ingram Content Group (ICG) is hiring two Client Relations Managers to contribute to our team in our La Vergne, TN office. 

In this role, you will serve as the primary point of contact between Lightning Source and assigned key client publishers 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 LS, as well as the broader Content group to maximize their success.  In consultation with sales, you’ll take ownership of meetings with client publishers and provide constructive feedback.  You will maintain client satisfaction exemplified by being client-focused and responding with a sense of urgency.   In this role, you’ll work directly with other departments such as Sales, IT and Pre-media on client publisher-related production and quality issues. In addition, you will work cross departmentally on key projects that drive business development initiatives for the largest Lightning Source 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 book industry (distribution, buying, selling) or client management experience
• 1 year of experience with MS Excel and Word

Preferred Qualifications

• Experience/knowledge of AI (Artificial Intelligence) tools
• B2B Client Success or Client Management experience

Key Responsibilities

• Conducts account reviews with assigned publisher 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 publishers 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 publisher.
• 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 LS projects including projects that touch finance, IT, Ops, EOM, Marketing, and Digital.
• Participates in process management and system improvement projects working with Sales, IT, and other LS departments.
• Works directly with client-publishers to resolve issues and is granted authority, up to specified limits, to issue credits or reworks.
• Manages and ensures resolution of customer relations issues.
• Responds with recommendations/decisions on day-to-day issues within the framework of the Client Services groups
• Develops and maintains profitable and successful relationships with IPS client publishers.

Hiring Salary Range: $65,224 - $82,466. 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 applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

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
• 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
• 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  
• EEO Poster in Spanish