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Senior Client Service Manager

Location
Woodland Hills, CA, United States

Posted on
Aug 12, 2022

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JD DRAFT**We are UMG, the **MEMBERS ONLY**SIGN UP NOW***.. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.How we LEAD: The current client journey across the world and across royalties, finance, data & analytics is fragmented and inconsistent. Global Client Services (“GCS”) is newly forming first-in-class centralized global client service team, providing a unified frontline to all external inquiries across UMG’s broad application landscape and providing telephonic, e-mail, chat, and in-person support.In addition to inquiry management, this client-centric team will:Be “jack of all trades” in so far as each team member in GCS will be able to demonstrate and troubleshoot all external-facing UMG applicationsEnhance our artist and label onboarding process with compelling presentations, demos, and end-to-end service directory collateralRefine UMG processes and controls leveraging inquiry data (what is the data telling us?)How you’ll CREATE:  Global Client Services – Royalty Service ManagerIn this capacity, you will act as a member of the Zendesk general triage team for NA Royalties:You will be responsible for providing accurate, efficient first-tier client support, as well as providing a comprehensive package to 2nd tier support teams for their resolution (as their support is needed) and always ensuring that the client receives a timely and professional response (even if it required 2nd tier support)You will be responsible for learning, understanding, and efficiently navigating all business applications (including, but not limited to, US Statement Portal (USRP), OKTA Administration, SAP, Uniport, TRACS Royalty System, Royalty Data Warehouse (RDW), Copyright Licensing Application (CLA) to gather all pertinent data related to client inquiriesYou will be responsible for learning, understanding, and efficiently navigating all UMG business procedures, as they relate to client inquiriesYou will be responsible for learning, understanding, and executing all client service support software (including e-mail, chat, telephone, and in-person appointments) to support all first-tier inquiries as well as provide a comprehensive package to 2nd tier support teams, and timely client communication regardless of tier level supportAs new service opportunities are identified, you will be asked to learn new business procedures, system applications, and support software as part of first-tier client supportAs part of this role, you will identify new help center article needs that surface through client support as well as suggest internal first-tier support articles based upon client support interactionsAs determined and directed by GCS Senior Management, you will both receive and provide training on a broad array of applications supported by GCS, to understand and support queries across a variety of UMG Applications globally, and achieve GCS’ vision of an inclusive, integrated centralized support team, each member of which will be capable of supporting 1st (and some 2nd tier) queries across the entirety of the GCS-supported application spectrumPartnering with the Senior Manager, you will be responsible for ensuring the service level agreement (SLA) standards are met for all clientsYou will be responsible for client support as it relates to the US Statement Portal (USRP), including first-tier OKTA security supportAs directed by the Senior Manager, you will be responsible for the testing of USRP statement uploads before and after deploymentGeneralAs a manager within Global Client Services, you will be expected to exemplify all the qualities of “first-in-class service, providing a unified frontline to all external inquiries across UMG’s broad application landscape and providing telephonic, e-mail, chat and in-person support”.Additionally, and as determined and directed by GCS Senior Management, you will be expected to:Learn, understand, and support inquiries across any other UMG application, globally. This may include any of the UMX tools that are currently supported by UMG’s Data & Analytics team, the JV and other statements published by currently by the Central Accounting Services team within US FinanceProvide UMG application demonstrations to new and existing clients (labels, artists, producers and / or their representatives)Bring your VIBE:Minimum 2 years in client services or partner relationship managementMusic Royalty Experience preferredBasic Office 365 knowledgeStrong relationship and customer service skills to liaise properly with internal and external clients and customersStrong understanding of customer support processes and tools ecosystem; Zendesk (Support, Guide, Explore) experience preferredExcellent written and verbal communication skillsExcellent presentation skillsAbility to multi-task and work in high paced environment with a variety of personalitiesPerks Playlist:Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan with company matchingFlexible Paid Time Off plus Paid Holidays, 2 week “Winter Break” & Wellness Fridays (year-round)Medical, Dental and Vision InsuranceStudent Loan Repayment Assistance & Tuition Reimbursement (after 12 months of service)Robust Employee Assistance Program (for you and your loved onesAnnual Well-Being Allowance which includes Fitness, Travel, Home Enhancements, Nutrition, and Spa Treatment Reimbursements**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity EmployerAll UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

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