Senior Client Service Manager

Job Description

We are UMG, the Universal Music Group. 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 applications
• Enhance our artist and label onboarding process with compelling presentations, demos, and end-to-end service directory collateral
• Refine UMG processes and controls leveraging inquiry data (what is the data telling us?)

How you’ll CREATE:
A. Global Client Services – Senior Service Manager

• In this capacity, you will act as a leader of the Zendesk general triage team for NA Royalties:
  • You will be responsible for supervising and providing accurate, efficient first-tier client support, as well as serving as the 2nd tier support team lead 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 inquiries.
    • You will be responsible for learning, understanding, and efficiently navigating all UMG business procedures, as they relate to client inquiries.
    • You will be responsible for learning, understanding, and executing all client service support software (including e-mail, chat, telephone) in order to supervision and support all first-tier inquiries as well as provide a comprehensive 2nd tier support, and timely client communication regardless of tier level support.
  • As 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 support.
  • As 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 interactions.
• Partnering with the Director, you will be responsible for ensuring the service level agreement (SLA) standards are met for all clients.
• You will be responsible for client support as it relates to the US Statement Portal (USRP), including first-tier OKTA security support.
• As needed by the Director and Senior Director, you will be responsible for supervising the testing of USRP statement uploads before and after deployment.

B. General
As a Senior 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 and email 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 Finance
• Provide UMG application demonstrations to new and existing clients (labels, artists, producers and / or their representatives)

Bring your VIBE:

• Minimum 5+ years in client services or partner relationship management
• Music Royalty Experience preferred
• Basic Office 365 knowledge
• Strong relationship and customer service skills to liaise properly with internal and external clients and customers
• Strong understanding of customer support processes and tools ecosystem; Zendesk (Support, Guide, Explore) experience preferred
• Excellent written and verbal communication skills
• Excellent presentation skills
• Ability to multi-task and work in high paced environment with a variety of personalities

Perks Playlist:

• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan with company matching
• Flexible Paid Time Off plus Paid Holidays, 2 week “Winter Break” & Wellness Fridays (year-round)
• Medical, Dental and Vision Insurance
• Student Loan Repayment Assistance & Tuition Reimbursement (after 12 months of service)
• Robust Employee Assistance Program (for you and your loved ones)
• Annual Well-Being Allowance which includes Fitness, Travel, Home Enhancements, Nutrition, and Spa Treatment Reimbursements

Universal Music Group is an Equal Opportunity Employer

All 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.