Client Relations Manager (International)

Job Description
Is hiring aClient Relations Manager to join our team inLa Vergne, TN. In this role, you will serve as the primary point of contact between Ingram Book Company (IBC) and assigned key International retail clients 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 IBC to maximize their success. You’ll take ownership of meetings with clients and provide constructive feedback. The Client Relations Manager collaborates with existing customers and prospects to represent IBC in the promotion, coordination, and participation of selling IBC programs, products, systems, and services. Additionally, you’ll maintain client satisfaction exemplified by being client-focused and responding with a sense of urgency. Further, you will work directly with other departments such as Sales, IT, Finance, Operations, and Product on client-related issues. Finally, the Client Relations Manager works cross-departmentally on key projects that drive business development initiatives for some of the largest IBC 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 of book industry (distribution, buying, selling) or client management experience.
1 year of experience with MS Excel and Word.
Preferred Qualifications:
Prior experience working with formal Reporting Tools/Platforms (examples:
PowerBI/Qlik).
Experience with creating and presenting PowerPoint presentations.
Proficient in Excel
Retail/Channel, Wholesale, and/or E-Commerce Experience
Key Responsibilities:
Conducts account reviews with assigned retail clients.
Develops client-specific agenda and objectives;
prepares appropriate reports;
discusses client’s current/year-to-date business;
communicates changes inpolicy/procedure, explains benefits and requirements;
discusses any concerns;
and commits to a follow-up plan.
Serves as liaison between assigned client retailers 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 retailer.
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 IBC projects including projects that touch Finance, Product, IT, Operations, Lightning Source and Data.
Participates in process management and system improvement projects working with Sales, IT, and other IBC departments.
Manages and ensures resolution of customer relations’ issues and works directly with client to resolve issues.
Responds with recommendations/decisions on day-to-day issues within the framework of the International sales group.
Serves as POC (point of contact) for International Pipeline and Project tracker to ensure progress toward target dates.
Serves as POC for International priorities with Sales Operations team.
Partners with the Director and Account Managers to generate revenue and/or profit margins in assigned accounts.