Account Management Team Lead

The Account Management Team Lead supports and guides the Account Management function across the organization, providing day-to-day leadership, training, and quality oversight for the team.

This is a working lead role. The Account Management Team Lead carries their own book of accounts while leading the group, so the position requires strong attention to detail, proficiency with data entry, and the ability to balance individual account work with team oversight. The Account Management Team Lead handles correspondence with clients and vendors to keep their own projects on track, while ensuring the broader team’s work meets the same standard.

SUPERVISORY RESPONSIBILITIES:

• Directly supervise the Account Management team: assign accounts and workload, set priorities, and monitor capacity across the group
• Train, onboard, and mentor new and existing Account Managers on order entry, vendor correspondence, and NetSuite processes
• Review team members' orders, correspondence, and NetSuite entries for accuracy and quality before issues reach the client
• Conduct regular check-ins and performance conversations with direct reports, and provide input to the Sr. VP of Sales on performance reviews
• Help develop, document, and refine account management processes and best practices for the team
• Communicate department priorities, policy changes, and process updates from the Sr. VP of Sales to the account management team
• Track team-wide order and account metrics, identifying trends and coaching opportunities across the group

ESSENTIAL DUTIES and RESPONSIBILITIES (Account Management):

• Entering Purchase Orders into order entry system: branded merchandise and fulfillment
• Interpret invoices and order acknowledgments from vendors
• A daily review of the order tracker to ensure all PO's are within the scheduled timeframes. If required, emails and/or phone calls to the appropriate parties getting the order back on track
• High-volume correspondence with vendors and customers on product proof approvals
• Updates to all defined internal and external parties regarding order status on a weekly basis
• The ability to manage multiple projects/customer accounts at one time and remain organized is essential
• Track orders internally and for client, provide clear communication of status
• Complete the order in NetSuite as shipped with supporting documentation
• Work directly with suppliers regarding billing discrepancies. Update NetSuite accordingly ensuring reconciliation and accuracy for WMG accounting team
• Manage expectations with the client regarding discrepancies for resolution

•  5+ years of experience as an Account Manager in this role or a similar function, with demonstrated command of order entry, NetSuite, and vendor/client correspondence
• Prior experience training, mentoring, or informally leading coworkers; direct supervisory experience preferred
• Sound judgment for prioritizing team workload and escalating the right issues at the right time
• Comfortable giving constructive feedback and holding team members accountable to deadlines and quality standards
• Understanding of general accounting principles
• Strong work ethic, high energy and motivated to support the customer
• Excellent communication and analytical skills
• Promotional industry experience preferred