Sr. Client Relations Manager

Job Description

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 Pre-media on client-publisher related production and quality issues. The Sr. Client Relations Manager will also work cross-departmentally 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 publisher-facing 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 Ingram’s 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 fast-paced environment, and want to contribute to a strategic part of the business that is evolving and expanding, we can’t wait to meet you!

Required Qualifications:

• Bachelor’s degree or year-for-year 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 large-scale projects
• Ability to work with multiple departments (Client Services, Pre-Media, 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, multi-departmental 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 Ingram’s ability to meet those expectations, and forming strong interactions with all levels within the publisher
• Maintains and utilizes up-to-date knowledge as Lightning Source operational expert for assigned publisher base, travelling for client publisher visits as necessary
• 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
• 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 client-publishers 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 execution, and onboar