Customer Success Manager
Universal Music Group
London, UKThis was removed by the employer on 7/24/2017 8:21:00 AM PST
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Full Time Job
Customer Success Manager (Spinnup)
Description
Job title: Customer Success Manager
Responsible to: General Manager, Spinnup
Department: Spinnup
Location of work: Kensington Village
Main purpose of role
We are looking for a Customer Success Manager to develop and establish our customer support practices, provide technical to our customers and liaise between our partners and DSP’s. The Customer Success Manager will be responsible for managing and training local support teams in the countries where Spinnup is launched. You have will have a good knowledge of Zendesk, be an excellent communicator and be personable with a very good attention to detail.
The Customer Support Manager will also play a pivotal role in helping Spinnup define the customer experience vision across our platform. You will keep track of customer satisfaction metrics, using data to bring insights about our customers and identify opportunities for improvements. Working closely with the product and engineering team you’ll bring the voice of the customer to our discussions, helping us build products that drive value and ensure that our customers get the very best experience.
The main duties assigned to the Success Manager at Spinnup will include:
• Developing customer service procedures, policies and standards for Spinnup that optimise the customer experience
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team
• Managing our customer services and ticketing system (currently Zendesk)
• Dealing with payment issues and managing refunds or compensation to customers
• Training local support teams on our internal systems and best practices for delivering excellent customer service
• Championing internal systems - to be the power user that understands exactly how the systems work and their limitations
• Keeping our help centre up to date to optimise self-service capabilities
• Develop an analytical approach to measuring drivers of customer satisfaction and value
• Turning data driven insights and customer feedback into measurable actions to improve the customer experience
• Be the feedback loop between customer support and our product/ engineering team, providing a clear customer perspective for all product decisions.
Person Specification
Essential
• Extensive experience in a Customer Success Manager role (or similar)
• Experience working with Zendesk of other customer support services
• Excellent attention to detail
• Experience of managing and training support teams
• Passionate about delivering an exceptional customer experience
• A team player, capable of building relationships to get things done
• A strong communicator, both verbally and written, with the ability to communicate with both customers and all levels of internal staff
• Understanding of how to effectively communicate with customers online
• Highly organised, with the ability to manage conflicting priorities
• Adaptable to the changing demands and fast pace of the business
• Analytically minded with a good attention to detail
• Knowledge and experience in customer service practices
• Technical aptitude and ability to learn software programs
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
• A detailed understanding of customer satisfaction metrics such as NPS, churn and lifetime value
• A good understanding of web technologies and software development lifecycles
Desired
• Knowledge of Metadata and iTunes guidelines
• Experience working with digital music delivery
Spinnup is an innovative approach to talent discovery in the music industry. It is an international digital platform and service helping unsigned musicians to distribute their music globally and to get heard by the industry. Spinnup is established in the UK, Germany, Sweden, France, Denmark, Norway and very soon, in the US and Canada. You will have an opportunity to work with our local teams and tech partners abroad. We are a small start-up style team who run the business together and believe in giving people autonomy in their roles and flexibility in their working arrangements.
Diversity and Inclusion
Universal Music is an equal opportunities employer. We embrace diversity and are committed to a working environment where no one will be treated less favourably on grounds of their sex, race, disability, sexual orientation, religion, belief or age
Disclaimer
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.