Key Account Manager, Power Packs

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We're looking for a Key Account Manager to own relationships with our most valuable collectors and serve as their dedicated advocate inside the business. You'll manage a portfolio of key accounts end to end - anticipating needs before they become issues, resolving anything that does come up, and finding the moments that turn a high-spend customer into a lifelong one. This role blends relationship management, service recovery, and program building, and sits at the center of how we retain and grow our highest-value customers. You'll report to the Director, Customer Experience, with flexibility to work from Santa Ana, CA, Jersey City, NJ, or remotely. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process. Travel of up to 25% is required for this role within the United States.

Own a portfolio of high-value accounts as their named point of contact, building durable relationships and a working understanding of each collector's goals and collecting habits Monitor account health — spend, engagement, and activity patterns — to flag churn risk early and act on growth opportunities Take escalations from intake to resolution, coordinating across Customer Care, Operations, Vault, Shipping, and Payments so premier collectors get one fast, definitive answer instead of a handoff chain Build and run the strategic client touchpoint calendar: onboarding, milestone recognition, early access, exclusive offers, and event invitations Partner with Growth and Retention on account tiering, perks, and program design, and measure what actually moves retention and spend Act as the internal voice of the key account holder, bringing forward friction points and feature requests with the data to prioritize them Report on portfolio performance to leadership, including retention, spend growth, and satisfaction, and keep account records current Who You Are: Deep experience and familiarity with trading cards. Proven ability to manage relationships with multiple stakeholders, including external, and drive measurable business outcomes. Excellent communication, organization, and problem-solving skills. Proficient with Google Sheets / Microsoft Excel. 5+ years of experience in account management, client success, or key account management role.

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