Client Relations Manager

Client Relations Managers — La Vergne, TN
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 and procedures, and counsel them on the tools available through LS and the broader Content group to maximize success. In consultation with sales you’ll take ownership of meetings with client publishers and provide constructive feedback. You will maintain client satisfaction by being client‑focused and responding with a sense of urgency.

You will work directly with other departments such as Sales, IT, and Pre‑media on client‑publisher related production and quality issues, and cross‑departmentally on key projects that drive business development initiatives for the largest Lightning Source accounts.

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 or knowledge of AI (Artificial Intelligence) tools

B2B Client Success or Client Management experience

Key Responsibilities

Conduct account reviews with assigned publisher clients.

Develop client‑specific agenda and objectives; prepare appropriate reports; discuss client’s current and year‑to‑date business; communicate changes in policy and procedure; explain benefits and requirements; discuss concerns; and commit to a follow‑up plan.

Serve as liaison between assigned client publishers and the Ingram organization, evaluating client expectations and Ingram’s ability to meet them, and building strong interactions at all levels within the publisher.

Act as the main operational point of contact for all matters concerning assigned clients.

Look to improve and simplify operational systems, processes, and policies in support of the company’s strategic initiatives and goals.

Participate in LS projects, including those involving finance, IT, Ops, EOM, Marketing, and Digital.

Participate in process management and system improvement projects working with Sales, IT, and other LS departments.

Work directly with client‑publishers to resolve issues and have authority, up to specified limits, to issue credits or reworks.

Manage and ensure resolution of customer relations issues.

Respond with recommendations or decisions on day‑to‑day issues within the Client Services framework.

Develop and maintain profitable and successful relationships with IPS client publishers.

Salary Range
Hiring Salary Range: $65,224 - $82,466. This range represents the anticipated low and high end of the salary for this position and will be determined by factors including, but not limited to, the applicant’s education, experience, knowledge, skills, and abilities, geographic location, and internal equity and market data.

Perks and Benefits

A highly competitive compensation package with generous benefits beginning first day of employment for medical, prescription drug, HSA, vision, dental, and health care FSA.

15 vacation days, 12 sick days accrued annually, and 3 personal days

401(k) match, life and AD&D, employee assistance programs, group legal, and 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

Equal Employment Opportunity
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

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