The Antwi Group is seeking an organized, relationship-focused, commercially aware, and highly professional Account Manager to join our Sales & Client Relations Department.
Working under the direction of the Director / Manager of Sales & Client Relations and Sales Manager, the Account Manager will serve as a primary business contact for assigned clients and help ensure that client relationships are managed professionally from onboarding through ongoing service, project completion, renewal, and account development.
The Account Manager will coordinate communications between clients and internal teams, maintain accurate account information, monitor agreed deliverables and timelines, organize account reviews, support renewals, address client concerns, coordinate appropriate escalations, and identify legitimate opportunities for clients to use additional services across The Antwi Group.
Assigned accounts may involve services across the organization’s creative, entertainment, music, media, technology, production, and related businesses.
The Account Manager must understand the distinction between managing the commercial relationship and performing the specialized work of internal departments. Technical, legal, financial, creative, production, and operational decisions remain with the appropriate professionals.
This position requires excellent relationship-management skills, communication, organization, commercial awareness, diplomacy, problem-solving ability, professionalism, integrity, confidentiality, and consistent follow-through.
Key Responsibilities
- Manage assigned client relationships.
- Serve as a primary point of contact for assigned accounts.
- Coordinate client onboarding.
- Maintain accurate client and account records.
- Understand client objectives and requirements.
- Coordinate communications between clients and internal teams.
- Monitor agreed services, deliverables, and timelines.
- Conduct regular client follow-up.
- Organize account-review meetings.
- Track outstanding client requests.
- Coordinate appropriate internal responses.
- Document client concerns and issues.
- Escalate significant service problems.
- Monitor client satisfaction.
- Support contract and service renewals.
- Maintain renewal calendars.
- Identify appropriate account-development opportunities.
- Coordinate additional-service discussions.
- Support approved commercial proposals.
- Assist with authorized pricing discussions.
- Maintain CRM information.
- Prepare account reports.
- Support client-retention initiatives.
- Coordinate account transitions when necessary.
- Protect confidential client and company information.
Client Onboarding
Following completion of an appropriate agreement, the Account Manager may coordinate:
Signed Agreement → Internal Handoff → Client Introduction → Service / Project Setup → Ongoing Account Management
The Account Manager should understand:
- Client contacts
- Scope
- Services
- Deliverables
- Timeline
- Commercial commitments
- Communication requirements
- Billing contacts
- Relevant limitations
- Internal responsibilities
Sales-to-Account Handoff
The Account Manager may receive information from Sales involving:
- Client background
- Discovery information
- Proposal
- Agreement
- Pricing
- Deliverables
- Key stakeholders
- Client expectations
- Important communications
- Outstanding items
Any unclear commitments should be resolved internally rather than assumed.
Client Relationship Management
The Account Manager will develop professional relationships through:
- Regular communication
- Reliable follow-up
- Understanding client priorities
- Accurate information
- Appropriate coordination
- Account reviews
- Issue resolution
- Renewal planning
Client Contacts
Account records may identify:
- Primary contact
- Executive contact
- Operational contact
- Technical contact
- Billing contact
- Legal or contract contact where appropriate
- Other relevant stakeholders
Contact information should be maintained accurately and appropriately protected.
Account Plans
Important accounts may have structured plans containing:
Client → Objectives → Current Services → Active Projects → Key Contacts → Opportunities → Risks → Renewal → Next Actions
Client Communications
Communications may involve:
- Project or service updates
- Meeting coordination
- Deliverable status
- Client requests
- Scheduling
- Renewals
- Approved pricing
- Additional services
- Issue resolution
- General relationship management
The Account Manager should avoid providing unverified information.
Client Meetings
The Account Manager may organize:
- Onboarding meetings
- Status meetings
- Account reviews
- Renewal meetings
- Project discussions
- Service reviews
- Executive relationship meetings
- Issue-resolution meetings
Meeting Preparation
Preparation may include:
- Agenda
- Current account status
- Active projects
- Outstanding actions
- Recent communications
- Relevant performance information
- Renewal status
- Potential issues
- Appropriate opportunities
Meeting Follow-Up
Following meetings, the Account Manager may document:
- Decisions
- Client requests
- Internal actions
- Owners
- Deadlines
- Follow-up requirements
Service Coordination
The Account Manager may coordinate with internal teams responsible for:
- Creative services
- Recording
- Production
- Technology
- Distribution-related services
- Media
- Marketing
- Project management
- Other contracted services
The Account Manager does not replace the professionals responsible for performing those services.
Deliverable Tracking
Where appropriate, the Account Manager may maintain:
Deliverable → Responsible Team → Target Date → Status → Client Update
Significant delays should be escalated internally.
Client Requests
Requests may be tracked as:
Request → Date Received → Assigned Team → Priority → Target Date → Status → Client Follow-Up
Scope Management
The Account Manager should understand the approved scope of services.
Requests outside the agreed scope should be documented and coordinated with appropriate Sales, Operations, Project Management, Finance, and Legal personnel before additional commitments are made.
Client Concerns
Concerns may involve:
- Service quality
- Scheduling
- Deliverables
- Communication
- Billing
- Technical issues
- Project changes
- Other service matters
The Account Manager should coordinate concerns with the department responsible for the issue.
Issue Management
A structured process may include:
Concern → Documentation → Internal Owner → Investigation → Resolution → Client Follow-Up → Closure
Escalation
Significant matters involving:
- Legal disputes
- Major financial issues
- Security incidents
- Serious service failures
- Confidentiality concerns
- Contract disputes
- Reputational concerns
should be escalated to appropriate company leadership and departments.
Client Satisfaction
The Account Manager may gather feedback through:
- Direct conversations
- Account reviews
- Project follow-up
- Service reviews
- Approved surveys
- Other appropriate methods
Feedback should be documented and communicated to relevant teams.
Client Retention
Retention efforts may include:
- Consistent communication
- Reliable follow-up
- Early identification of problems
- Service coordination
- Relationship development
- Renewal planning
- Understanding changing client needs
Renewal Management
The Account Manager may maintain:
Client → Service / Contract → Expiration → Renewal Window → Current Status → Next Action
Renewal discussions should begin sufficiently early when practical.
Renewal Coordination
Renewals may require coordination with:
- Sales
- Finance
- Legal & Business Affairs
- Operations
- Project Management
- Relevant service departments
Account Development
The Account Manager may identify legitimate opportunities involving:
- Additional services
- Expanded scope
- New projects
- Additional business units
- Renewals
- Long-term arrangements
Opportunities should reflect actual client needs.
Cross-Selling
When appropriate, the Account Manager may introduce relevant services from another Antwi Group business.
For example, an existing relationship involving one creative or production service may create a legitimate opportunity for another service if it supports the client’s objectives.
Cross-selling should never involve pressuring clients into unnecessary services.
Commercial Proposals
For additional services, the Account Manager may coordinate with Sales to prepare:
- Scope
- Deliverables
- Timeline
- Pricing
- Assumptions
- Commercial information
Required approvals should be obtained before commitments are made.
Pricing Discussions
The Account Manager may communicate approved pricing.
Discounts, credits, custom pricing, refunds, or other financial concessions require appropriate authorization.
Billing Coordination
The Account Manager may help coordinate client questions involving:
- Invoice contacts
- Purchase-order requirements
- Billing schedules
- Invoice status
- Basic billing clarification
Accounting, collections, refunds, and financial approvals remain with Finance & Accounting.
Contract Coordination
The Account Manager may maintain awareness of:
- Contract term
- Scope
- Renewal date
- Commercial commitments
- Relevant service requirements
Legal interpretation remains with Legal & Business Affairs.
CRM Management
Account records may contain:
- Client
- Contacts
- Current services
- Opportunities
- Communication history
- Meetings
- Contracts
- Renewals
- Issues
- Next actions
Records should remain accurate and current.
Account Reporting
Reports may include:
- Active accounts
- Client activity
- Current projects
- Renewals
- Outstanding requests
- Account risks
- Additional opportunities
- Significant client concerns
At-Risk Accounts
Potential indicators may include:
- Repeated service problems
- Reduced communication
- Unresolved concerns
- Significant delays
- Billing disputes
- Declining use of services
- Negative client feedback
The Account Manager should escalate significant retention risks appropriately.
Client Confidentiality
Account Managers may receive confidential information involving:
- Business plans
- Projects
- Artists
- Productions
- Budgets
- Technology
- Marketing plans
- Commercial strategy
- Unreleased information
- Client customers
- Intellectual property
Information must only be shared internally when required for legitimate business purposes.
Music & Entertainment Accounts
Depending on assignment, the Account Manager may support clients involving:
- Recording projects
- Artists
- Music-related services
- Distribution-related services
- Media production
- Creative services
- Entertainment projects
- Other approved services
Unreleased projects and artist information must be handled with particular care.
Client Visits
The Account Manager may attend:
- Client offices
- Studios
- Production locations
- Company facilities
- Events
- Conferences
- Other approved business locations
Client Entertainment & Gifts
Any client entertainment, gifts, hospitality, discounts, or other benefits must comply with company procedures and applicable requirements.
Professional Boundaries
The Account Manager should not independently:
- Provide legal advice.
- Modify signed contracts.
- Approve unauthorized discounts.
- Promise technical capabilities without confirmation.
- Commit internal resources without approval.
- Provide confidential information belonging to another client.
- Alter payment requirements without authorization.
Cross-Department Collaboration
Sales & Client Relations Leadership — account strategy, renewals, commercial matters, and escalations.
Sales Executives — client acquisition and opportunity handoffs.
Business Development — strategic account opportunities and partnerships.
Finance & Accounting — billing and financial matters.
Legal & Business Affairs — contracts and legal issues.
Operations & Administration — service coordination.
Project Management — project execution and deliverables.
Customer Service & Support — routine support matters and customer issues.
Creative / Technical / Production Departments — service delivery and technical requirements.
Marketing / Communications — approved client-facing materials and communications.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Marketing, Management, Sales, or a related field preferred.
- Professional experience in account management, client relations, customer success, sales, project coordination, business development, or related work preferred.
- Excellent written and verbal communication.
- Strong relationship-building abilities.
- Excellent organizational skills.
- Strong problem-solving and conflict-resolution abilities.
- Commercial awareness.
- Ability to coordinate multiple accounts and projects.
- Strong meeting and presentation skills.
- Strong professional judgment.
- Ability to maintain confidential client information.
- Strong attention to detail and follow-through.
Preferred Skills
Experience involving one or more of the following is a plus:
- B2B account management
- Client relations
- Customer success
- Sales
- Business development
- Project coordination
- CRM systems
- Renewals
- Contract coordination
- Entertainment
- Music
- Media
- Technology
- Production
- Creative services
Professional Expectations
The successful candidate should demonstrate:
- Relationship building
- Communication
- Reliability
- Professionalism
- Integrity
- Organization
- Diplomacy
- Client focus
- Accountability
- Commercial awareness
- Responsiveness
- Strong follow-through
Career Development
A potential career path may include:
Account Manager → Senior Account Manager / Strategic Account Manager → Sales Manager / Head of Account Management → Director / Manager of Sales & Client Relations → Senior Commercial Leadership
Employees may also develop toward Business Development, Strategic Accounts, Customer Success, Commercial Strategy, Project Management, or Business-Unit Leadership.
Location
Poconos, Pennsylvania
The position may involve office-based work, virtual client communications, and travel to client offices, company facilities, studios, production locations, events, conferences, or other approved business locations.
Client schedules, projects, productions, events, renewals, or significant account matters may occasionally require travel, evening, weekend, holiday, or irregular-hour availability.
Employment Type
Full Time
Department
Sales & Client Relations
Reports To
Director / Manager of Sales & Client Relations / Sales Manager
About The Antwi Group
The Antwi Group is a growing organization operating across creative, entertainment, media, and related business sectors. Our teams bring together creative talent, technical expertise, management, financial discipline, technology, production, operations, and business development to build projects and opportunities designed for long-term growth.
Application
Interested candidates should submit an application outlining their education or training, account-management, client-relations, customer-success, sales, project-coordination, business-development, or related professional experience and other relevant qualifications.
Applicants may also be asked to provide a résumé/CV, professional references, and appropriate examples or summaries of relevant account-management or client-relations experience that they are legally permitted to share.
Candidates with developing account-management experience may be considered if they demonstrate exceptional communication, organization, relationship-building ability, professionalism, integrity, problem-solving skills, and strong follow-through.
Applicants should not submit confidential client lists, customer contact information, contracts, proprietary pricing, account plans, revenue information, unreleased projects, trade secrets, or other confidential materials belonging to current or previous employers, clients, artists, or business partners.
The Antwi Group is an equal opportunity employer. We consider qualified applicants without regard to characteristics protected by applicable law.