Customer Relationship Manager- Healthcare

At Swank Motion Pictures, we believe entertainment has the power to comfort, distract, uplift, and heal. Our Healthcare Patient Entertainment division delivers meaningful viewing experiences to patients and families during some of life’s most challenging moments.

We are seeking a Customer Relationship Manager who thrives at the intersection of service excellence, relationship management, and operational execution. This mission-driven position is focused on ensuring hospitals and healthcare partners fully realize the value of Swank’s entertainment solutions.

In healthcare settings, entertainment is more than content, it’s comfort, distraction, and emotional support. The Customer Relationship Manager plays a critical role in ensuring hospitals and care facilities consistently deliver that experience to patients and families.

This role directly supports:

• Patient satisfaction
• Strong healthcare partnerships
• Revenue retention and growth
• Swank’s mission of delivering meaningful entertainment experiences

The Customer Relationship Manager serves as a trusted partner to assigned healthcare customers, ensuring seamless program implementation, strong utilization, and consistent value delivery. This person will work cross-functionally with Sales, Marketing, Technology, and Operations to ensure our healthcare partners experience proactive communication, seamless service, and measurable program success.

Responsibilities:

Customer Experience Leadership

• Serve as the primary day-to-day contact for assigned Healthcare Patient Entertainment customers and ensuring responses to inquiries within 24 hours regarding resolution
• Build trusted, long-term relationships that drive satisfaction, retention, and program engagement and Champion a positive patient and family entertainment experience
• Proactively communicate content updates, promotions, service enhancements, and technology advancements

Retention & Growth Support

• Partner with Account Managers and the VP, Distribution Partnerships to support contract renewals
• Assist with onboarding and implementation of new healthcare partners
• Identify opportunities to improve utilization, engagement, and customer value and surface insights that contribute to long-term account growth

Program Engagement & Business Reviews

• Support customer business reviews by preparing insights, updates, and engagement metrics
• Gather customer feedback and translate it into actionable recommendations
• Develop a strong understanding of healthcare operational environments and patient experience priorities

Cross-Functional Collaboration

• Partner with Account Executives, Marketing, IT, and Operations teams to deliver coordinated solutions
• Contribute ideas that improve processes, efficiency, and the overall customer journey
• Support departmental initiatives that strengthen Swank’s Healthcare business

Operational Excellence

• Process customer orders with accuracy and urgency
• Maintain detailed and up-to-date CRM records
• Support procurement, inventory coordination, and content management

• 3-5+ years of experience in customer service, account management, or client-facing roles
• Experience supporting renewals or retention efforts is a plus
• Exceptional organizational skills and attention to detail
• Strong written and verbal communication abilities
• Comfortable working within CRM systems and Microsoft Office tools
• Healthcare industry exposure is a plus but not required
• A proactive mindset with a desire to anticipate customer needs rather than simply react to them

• Comprehensive compensation and healthcare packages, including medical, dental, vision, and life insurance products 
• 401(k) plan with employer match 
• Competitive paid time off: vacation, personal time, holidays, and winter break 
• Company sponsored volunteer & community outreach opportunities 
• Organizational growth potential through our company sponsored online learning platforms

EOE, including disabilities and Veterans