Manager, Client Services

Manager, Client Services

Ingram Content Group (ICG) is hiring for a Manager, Client Services to contribute to our team in our La Vergne, TN office. In this role, you will manage a team of associates who support Lightning Source and IngramSpark clients. You'll develop and maintain strategic relationships with clients and direct your teams in meeting client expectations and providing positive client experiences. As the Manager, Client Services, you will work directly with clients to resolve issues and actively participate in decision-making and problem solving. You will also work directly with other departments such as Sales, IT, Finance and Pre-media to resolve client issues and improve processes. Your job will include actively playing a role in developing client-focused strategy and maintaining high standards of service. In addition, you'll participate in meetings as a stakeholder for Client Services. Finally, you will use analytics to monitor team performance, find solutions and implement initiatives that result in cost savings, additional revenue, and/or improved client experience.

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 directly related year for year experience.
• 4 years of customer service
• 2 years of management experience.

Key Responsibilities:

• Manages a team associates skilled in customer service, including direct supervision of processes and associate performance.
• Works directly with clients and team members to resolve issues.
• Develops resources within the Client Services team for internal reference and client education.
• Develops new Client Services processes, service offerings, and more to improve client experience.
• Establishes priorities for Client Service team members based on requested needs of both internal and external customers to ensure that all customers are provided with appropriate service.
• Responds with recommendations/decisions on day-to-day issues within the framework of the Client Services groups.
• Controls costs and increases Client Service team's efficiency and effectiveness.
• Helps Client Services Supervisors coach team members and ensure exceptional levels of support.
• Works closely with all Client Services team members to understand client pain points and present solutions to upper management.
• Takes pride in being a voice of the customer and finding ways to improve client experience.
• Presents on behalf of Client Services in Monthly Business Development meetings.
• Uses analysis to prioritize initiatives and Change Management requests.
• Delegates client inquiries and concerns to team members, when applicable.
• Resolves executive-level client escalations.

Hiring Salary Range: $84,895k - $107,643k. 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.
• Wellness program with access to onsite gym and basketball court for associates.
• 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.
• Take breaks or brainstorm in our game room with ping pong & foosball.
• 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.