Account Manager

Position Summary

The Account Manager plays a critical role in driving customer success, strengthening relationships, and identifying opportunities for growth and innovation at Swank Motion Pictures. This position goes beyond traditional account management, serving as a proactive, solutions-oriented partner who anticipates customer needs, challenges existing processes, and develops creative solutions that improve both customer experience and internal operations.

The Account Manager is responsible for building strong, lasting customer relationships, maximizing program awareness and utilization, driving retention, and identifying opportunities to expand business. Success requires a forward-thinking mindset, curiosity, and a willingness to challenge the status quo to find smarter, more efficient ways of working.

Equally important, this role serves as an internal problem-solver and collaborator, partnering with Account Executives, Rights Management, Marketing, and other departments to streamline processes, resolve challenges, and implement improvements that support scalability and operational excellence.

The ideal candidate is adaptable, resourceful, and comfortable navigating change. They take ownership of outcomes, leverage data and customer insights to make informed decisions, and proactively bring forward ideas that create value for both Swank and its customers.

Success in this role is measured not only by customer satisfaction, retention, and business growth, but also by the ability to innovate, solve problems, improve efficiency, and contribute to the continuous evolution of how we serve our customers.

Responsibilities

Customer Service and Relationship Management

• Develop and maintain strong relationships with 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 Account Executive, ensuring 100% renewal completion each quarter.
• Provide customers with regular program updates, including movie selections, promotional materials, and new releases.

Process Improvement & Adaptability

• Suggest and implement process improvements regularly to enhance customer service 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.

Order Fulfillment and Data Management for Customers

• 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.

Project Work

• Assist with various departmental projects to move initiatives forward.
• Ensure timely and accurate entry of short content details into the system.