Manager, Global Client Services

Royalties & Copyright Woodland Hills, California Req. UMG-4947


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:  

Global Client Services – Royalty Service Manager

In 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 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, 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 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
  • As 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 spectrum
  • Partnering with the Senior Manager, 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 directed by the Senior Manager, you will be responsible for the testing of USRP statement uploads before and after deployment

General

As 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 Finance
  • Provide 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 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
  • Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
  • Student Loan Repayment Assistance
  • Employee Developmental Support
  • Annual Gym Reimbursement Package
  • Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.