Account Manager

Major Hollywood and independent movie studios have appointed Swank Motion Pictures, Inc. as their exclusive licensing and distribution partner to offer their box-office hits for public performance in non-theatrical markets (markets outside theaters). Swank represents Walt Disney Pictures, Warner Bros., Sony Pictures, New Line Cinema, Lionsgate, MGM, and many more!

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.

Responsibilities:

Customer Success & Relationship Management

• 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

Order Fulfillment & Data Accuracy

• 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

Growth & Performance Management

• 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

Process Improvement & Adaptability

• 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

Cross-Functional Collaboration

• 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