Account Manager

The Account Manager is responsible for delivering exceptional customer service to college and university partners, as well as direct customers, supporting tablet and film streaming programs. This role focuses on building and maintaining strong relationships with key contacts, driving program awareness and utilization, and proactively addressing customer needs while identifying opportunities for growth.

In addition to relationship management, the Account Manager plays a key role in order fulfillment, process management, marketing support, and continuous process improvement. This position contributes to overall business objectives, including customer satisfaction, retention, and operational efficiency.

The ideal candidate is adaptable, customer-focused, and highly collaborative, working closely with Account Executives, marketing, and other internal teams. Success in this role requires ownership of individual goals, accountability to key performance metrics, and a proactive approach to improving processes and outcomes.

• Build and maintain strong relationships with assigned college/university partners to drive program utilization, retention, and overall satisfaction
• Respond to customer inquiries within 24 hours and ensure timely, effective resolution of issues
• Provide regular program updates, including monthly movie selections, promotional materials, and new release information
• Support contract renewals in partnership with Sales leadership, ensuring full retention of assigned accounts
• Process customer orders accurately and efficiently, ensuring fulfillment within 5 business days
• Maintain and update CRM data with 100% accuracy on a monthly basis, ensuring reliable reporting and customer insights

• Set and achieve goals related to customer retention, satisfaction, operational efficiency, and revenue growth
• Identify and act on upsell and cross-sell opportunities to expand account value and support business growth

• Identify, recommend, and implement process improvements to enhance customer experience, order fulfillment, and operational efficiency (minimum of 2 annually)
• Adapt to evolving technologies, products, and processes, demonstrating a commitment to continuous improvement and learning

• Partner with Account Executives, Customer Relationship Managers, and internal teams to resolve customer needs and drive overall business success
• Contribute actively to team meetings and collaborative problem-solving efforts, fostering a positive and solution-oriented environment

• One to three years of demonstrated success in account management field
• A proven track record in developing positive client relationships and seeking ways to increase client satisfaction and loyalty
• Exhibit good communication skills including being a good listener and showing interest in what others have to say
• Demonstrate a high degree of commitment to the organization and be committed to professionalism in the workplace
• Possess good organizational skills and the ability to manage tasks in a high-volume, high stress environment
• Be flexible in meeting business needs within other Swank departments as necessary
• 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 platforms
• Hybrid work schedule with on-site work Monday through Thursday with the option to work from home on Fridays, subject to change based on evolving business needs and priorities