Account Manager

Position Title

Account Manager - Institutions

Position Summary

The Account Manager plays a key role in delivering high-quality customer service to our partners and direct customers managing tablet and film programs. This role is responsible for growing and maintaining strong relationships with our main points of contact, 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, process improvement, marketing, and order fulfillment, while contributing to overall departmental goals, including customer satisfaction and retention.

This role requires adaptability, a customer-focused approach, and collaboration with internal teams such as Account Executives 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

Customer Service and Relationship Management

• Develop and maintain strong relationships with assigned partners/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 VP, Partnership and the Sr. Account Executive ensuring renewal.

• Provide customers with regular program updates, including monthly movie selections, promotional materials, and new releases.

Order Fulfillment and Data Management

• 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.

Goal Planning and Accountability

• Set and achieve individual goals related to business retention, customer satisfaction, and process efficiency.
• Identify at least upsell or cross-sell opportunities contributing to business growth. 

Process Improvement & Adaptability

• Suggest and implement at least 2 process improvements annually to enhance customer service and content acquisition 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.

Key Performance Metrics

• Contract Renewals: Achieve 100% of all partner customers assigned.
• Order Accuracy and Timeliness: Process 100% of orders with at least 98% accuracy, within 5 business days.
• Upsell Opportunities: Identify at least 3 upsell/cross-sell opportunities per quarter.
• Process Improvements: Implement at least 2 process improvements per year.
• CRM Data Accuracy: Ensure 100% accuracy in CRM data updates monthly.

Organizational Relationships

• Reports to the Vice President of Distribution Partnerships

Professional Requirements

• Minimum of three to five years of experience in customer service or account management.
• 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

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