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Client Account Manager
Global Eagle Entertainment
Irvine, CA, United States
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Client Account Manager
| Global Eagle Entertainment Inc.
Global Eagle is a leading provider of satellite-based broadband connectivity, television and entertainment services, content and data analytics to aviation, maritime, enterprise and government markets. Global Eagle offers a fully integrated portfolio of rich media content and high-speed connectivity solutions for airlines, private jets, cruise lines, commercial ships, super-yachts, ferries, enterprise, government and military installations worldwide with proprietary performance-enhancing technologies and exclusive access to premium media. With 1,500 employees on six continents and leading global satellite and ground networks, the company delivers exceptional service and concierge support to its customers.
The lab services Account Manager (AM) serves as the primary business contact for the client and is responsible for client satisfaction. The AM is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the AM should build relationships with clients to encourage new and repeat business opportunities.
Key responsibilities
The lab services Client Account Manager position is responsible for developing and nurturing relationships with a specific portfolio of clients. A large part of your role will be to develop strong relationships with the key contributors within GEE lab services in order that all delivery of media and services to your clients are quality and timely. Your role will require you to continuously monitor customer satisfaction and review customer feedback.
More specifically, the job entails:
• Manage designated lab services accounts from initial take on through to on-going relationship management. You will act as a go-to expert for any client queries or issues and will work diligently to resolve these. You will engage with stakeholders throughout the business to coordinate ongoing lab services media deliverables and projects that will meet and exceed client expectations.
• Proactively liaise with Hollywood studios, content distributors and their labs to coordinate receipt, creation and delivery of various media assets including masters, audio language tracks, subtitles and closed captions to ensure timely output of digital and analog deliverables for the airline, maritime and non-theatrical markets.
• Ensure media deliverables meet internal and client expectations with respect to quality, budget and delivery timelines and proactively update clients on their media deliverable status.
• Initiate corrective action process as needed. Create policies and procedures to improve quality of deliverables in the future.
• Fully conversant in our various lab services and associated pricing.
• Monitor and review billing for accuracy and compliance with contracts and applicable rates.
• Problem solving and prevention
• Issue handling and resolution time frame and follow up with client as needed
• Ensure all new or updated client requirements are documented and communicated to appropriate parties for implementation including new or updated procedures, deliverable changes, billing, technical specs, or QC requirements.
• Innovation/creativity – regularly looking at accounts and suggesting ideas and ways to improve client service
• Develop additional growth and revenues opportunities from your clients through the promotion of other services.
• Provide reports and analysis on a regular basis per individual client requirements.
• Provide backup to other Account Managers as required.
Qualifications
• Minimum 5 years’ experience in post-production or media operations at media, IFEC, or similar applicable experience.
• The position requires excellent customer service and administrative skills, attention to detail, multitasking, strong time management and the ability to work under pressure.
• Working knowledge of content delivery systems and media formats
• Strong interpersonal, cross-cultural and communication skills.
• Proficient in communicating solutions to technical and non-technical personnel and clients.
• Ability to identify and resolve issues without supervision in a timely manner.
• The ability to take initiative and strive to deliver an exceptional product and service.