Manager, Global Account Management

Automatic Data Processing, Inc.; Memphis (TN); On-site; USD 80,000 - 110,000; Full time

Job summary

The Manager of Account Management at Conectiv Supply Chain Solutions (SCS) in Memphis leads a team to deliver world‑class client service for our vinyl, music and game accounts. You will be the primary liaison between clients and internal operations—production, scheduling, logistics, pricing, and quality assurance—driving growth and high customer satisfaction.

We value hands‑on leadership, clear communication, and a collaborative mindset.

Qualifications

• Bachelor’s degree in business management, supply chain, marketing, or related field preferred or equivalent combination of education and experience required
• A minimum of 5 years of experience in account management, client services, customer success, operations, or supply chain services
• Minimum 2 years supervisory experience
• High proficiency in MS Office 365
• Manufacturing and/or supply chain experience
• Customer‑first mindset with the ability to juggle multiple client contacts and tight deadlines
• Troubleshoot issues with empathy and efficiency, maintaining professionalism under pressure
• Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions/cultures
• Strong attention to detail with the ability to collect data, establish facts and draw valid conclusions
• Must have knowledge of contract administration, terms and have ability to interpret contracts
• Experience at working both independently and in a team‑oriented and collaborative environment
• Experience leading customer‑facing business reviews, performance meetings, and executive‑level service discussions
• Strong understanding of SLA/KPI management, operational scorecards, service‑level reporting, and performance improvement plans
• Experience managing customer escalations, service recovery plans, corrective actions, and executive‑level communication
• Demonstrated ability to analyze operational data, identify trends, communicate insights, and recommend corrective actions
• Ability to influence cross‑functional teams and drive accountability without direct reporting authority
• Power BI, advanced Excel, dashboard/reporting tools and AI‑enabled productivity tools preferred
• Proven ability to lead, coach, and develop a customer‑facing team

Responsibilities

• Lead, mentor, and develop a team of account managers to deliver world‑class client service
• Serve as escalation point for key accounts and resolve complex client issues
• Monitor production timelines and proactively communicate order status updates and potential delays to the client in the form of a daily open order report
• Set account management strategies, performance goals, and monitor KPI performance through reporting
• Oversee order flow from placement through production, print procurement, packaging, shipment, and receipt of product to the distribution center
• Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements
• Manage inventory/production that relate to workability and provide feedback to external and internal customers
• Collaborate with production and scheduling teams to align customer demand with plant capacity
• Review and analyze client order patterns, production timelines, and forecasts to address potential challenges
• Develop account review processes and conduct periodic business reviews with the client
• Monitor and track client satisfaction; implement continuous improvement initiatives to enhance customer experience
• Ensure account management practices comply with company standards, quality requirements, and industry regulations
• Prepare regular reporting on account health, team performance, and revenue growth
• Interpret, enforce, and maintain customer contracts, rate cards, SLAs and commitments made on behalf of the organization
• Coordinate quotations with support from Pricing and Contracts Administration and Sales
• Provide and maintain customer forecast information and reports
• Educate customers on manufacturing production options, packaging/print, and best practices to guide them toward successful outcomes
• Identify opportunities to upsell or cross‑sell additional services
• Stay current with record industry trends, artist needs, and evolving client expectations
• Build a knowledge base of each client’s business, organization, and objectives
• Cultivate long‑term relationships with artists, labels, and music distributors to drive customer satisfaction and repeat business
• Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
• Coach, motivate, lead, train and develop employees; make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations

Education

Bachelor’s degree in business management, supply chain, marketing, or related field

Leadership and people management

Customer-focused mindset

Communication and interpersonal skills

Tools

MS Office 365

CRM tools

Job description

The Manager of Account Management at Conectiv Supply Chain Solutions (SCS) in Memphis leads a team to deliver world‑class client service for our vinyl, music and game accounts. You will be the primary liaison between clients and internal operations—production, scheduling, logistics, pricing, and quality assurance—driving growth and high customer satisfaction.

We value hands‑on leadership, clear communication, and a collaborative mindset.