Account Manager

About the role

At MBS, our primary goal is to provide customers with state-of-the-art technology, maintain genuine partnerships, and offer superior knowledge of the textbook industry in an effort to simplify course material distribution for educational institutions. That's why we employ dedicated teams of customer service and sales representatives, and operations personnel to ensure each of our customers are offered the same attention to detail. We are seeking a relationship-driven Account Manager to serve as the primary liaison between our schools and MBS Direct. In this role, you will support course material adoptions, oversee digital and print initiatives, address client inquiries, and ensure the timely execution of key operational tasks. The Account Manager will also be responsible for generating client reports, monitoring performance metrics, supporting digital platform initiatives, and identifying opportunities for growth through marketing and sales collaboration. The ideal candidate is proactive, detail-oriented, and dedicated to building strong client partnerships that drive satisfaction, retention, and long-term success.

Responsibilities

• Build and maintain strong partnerships with an assigned portfolio of client schools, delivering exceptional service focused on customer satisfaction, retention, and long-term success.
• Serve as the primary point of contact between partner schools and MBS Direct, ensuring timely, professional, and effective communication.
• Support schools throughout the course material adoption process by providing book adoption research, assisting with course material selection, and ensuring accurate and timely booklist management.
• Coordinate with internal teams and school partners to ensure adoption deadlines, operational deliverables, and client requests are completed accurately and on schedule.
• Proactively identify, investigate, and resolve client concerns while anticipating potential issues and implementing effective solutions.
• Prepare, analyze, and present client reports, performance metrics, and business insights to support informed decision-making and strengthen client partnerships.
• Conduct regular business and partnership reviews to discuss operational performance, current initiatives, service opportunities, and future growth strategies.
• Maintain accurate records related to school consignment inventory, client accounts, and operational activities.
• Support digital course material initiatives, including Inclusive Access, Easy Access, Learning Management Systems (LMS), Student Information Systems (SIS), eBook and courseware adoptions, the Adoptions & Insights Portal, and VitalSource Manage.
• Monitor back-ordered materials, digital fulfillment, and operational trends to identify opportunities for continuous improvement and enhanced client service.
• Identify opportunities to expand services, recommend additional products and solutions, and partner with Sales and Marketing to support revenue growth.
• Collaborate with internal cross-functional teams to improve processes, enhance the customer experience, and ensure successful execution of client initiatives.
• Additional responsibilities as required.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Accounting, or a related field, or an equivalent combination of education and relevant work experience.
• Experience in account management, customer success, client services, relationship management, or a similar customer-facing role.
• Demonstrated ability to build trusted client relationships and deliver exceptional customer service.
• Strong analytical, organizational, and problem-solving skills with exceptional attention to detail.
• Excellent written, verbal, and presentation communication skills, with the ability to effectively interact with clients, including executive-level stakeholders.
• Ability to manage multiple priorities and deadlines while maintaining accuracy in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Strong technical aptitude with the ability to quickly learn new systems, reporting tools, and digital platforms.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Life and disability insurance
• Earned time off and holidays
• Broad range of additional benefits

Pay

The hiring rate for this position is $18.50 per hour. This rate represents the base salary only, in good faith at the time of posting. Actual compensation will be determined based on factors such as relevant experience, skills, and qualifications.