Account Manager Jobs

Company:

Orfium is the global technology leader solving the entertainment industry’s biggest challenges around digital music and broadcast rights management, cue sheets, data and reporting.

We’re transforming the entertainment ecosystem with industry leading software and music reporting solutions so that whenever music is played in the world, Orfium is working behind the scenes to support its customers to track it, deliver the data, and help creators, rights holders, and media companies report and monetize the usage.

Orfium works with some of the largest music and entertainment companies in the world including Warner Music Group, Sony Music Entertainment, Sony Music Publishing, Warner Chappell Music Publishing, Universal Music Publishing Group, Ingrooves, Red Bull, and many more! Our team of 500+ operates from locations including LA, London, Dublin, Tokyo and Athens.

Position Summary: The Account Manager plays a critical role in ensuring customer success by acting as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from client onboarding through renewal. This role is responsible for maintaining customer loyalty, upselling existing customers to new product offerings or services, fostering long-term relationships with their customers, and ensuring that their customers are achieving the goals they were looking to achieve when they partnered with ORFIUM.

Duties & Responsibilities

• Organize kickoff calls to align on timelines, deliverables, ownership, Goals/KPIs and measures of success of products and services.
• Identify and resolve customer problems in a timely manner.
• Perform other duties and responsibilities, as assigned.
• Utilize CRM software to organize communication with clients and manage timely responses.
• Gather and analyze information skillfully and propose creative solutions to challenges.
• Work with other internal teams to develop strategic marketing plans and meet KPIs.
• Engage in opportunities to upsell customers on new product and service offerings as appropriate.
• Serve as the primary point of contact throughout the customer lifecycle from onboarding to renewal, and develop long lasting healthy customer relationships.
• Proactively identify risks to the customer in achieving their stated business goals and work with the account team to build a risk mitigation plan.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Educate customers on which products and services best fit their needs.
• Act as the main point of contact in all matters relating to client concerns and needs
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients
• Efficiently use their time to prioritize and plan work or project activities.
• Provide platform and performance insights to inform customers about the value added by ORFIUM.
• Partner closely with Product and Business Development to retain customers via product and service enhancements.
• Act as a customer advocate to build and strengthen client relationships to achieve long-term partnerships. Make sure that customer feedback is heard and acted upon.
• Set goals and objectives for their accounts and develop realistic action plans to achieve said goals.
• Professionally collaborate with the Accounts and greater Operation team to problem solve situations.
• Strengthen customer loyalty and shift relationships from vendor to partner by building customer trust through transparency.
• Ensure that customer goals are being met through ORFIUM’s products and services.

Requirements

Qualifications

• Proficiency with customer success and customer relationship management software.
• Experience generating and delivering reports about customer performance and other KPIs.
• Excellent time management skills with a proven ability to meet deadlines.
• Exceptional analytical and problem-solving skills.
• Exceptional verbal and written communication skills; extremely detail oriented.
• Ability to analyze and interpret financial reports.
• In-depth knowledge of pop culture, trends, client catalogs, and popular assets.
• Advanced computer literacy (i.e. Tableau, Word, Powerpoint, Chrome, etc).
• Ability to adapt quickly to changing needs of the company, client, and team members.
• Advanced Microsoft Excel proficiency.
• Experience in a sales or customer service role.
• Analytical, data-driven mindset.
• Ability to function well in a fast-paced and at times stressful environment.

Preferred Qualifications

• Preferred BA or BS degree from an accredited college or university.
• Preferred work experience as a Customer Success Manager or similar role.
• Preferred minimum 6 months of leadership/management experience.
• Preferred experience working with the YouTube Content Management System and manual claiming proficiency.

Location & Travel Requirements

• Individuals must reside in the US and infrequent domestic travel may be required.

Supervisory Responsibilities:

This position may directly supervise.

Essential Work & Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear.

• Available to work a minimum of 40 hours per week and a minimum of 5 days per week.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

ORFIUM is an Equal Opportunity Employer.

Benefits

Salary range: $70,000-$90,000

• EAP (Employee Assistance Program)
• Simple IRA Match
• Health Insurance
• Vision Insurance
• Stock Options
• Life Insurance
• Unlimited PTO
• Dental Insurance