Client Services Lead

This is a Full Time Job

POSITION: Client Services Lead

LOCATION/FACILITY: Bangalore, India

REPORTS TO: Client Service Manager

SUMMARY:

The Client Service Lead position works with all levels of the Studio Account Team, specializing in distribution and mastering knowledge, to ensure the successful implementation of studio release strategies. This person will serve as the point of contact for Film Studios, Transport Carriers, and all others in relation to their account. They must be available after hours to resolve any issues regarding the clients they are assigned to, checking emails regularly.

RESPONSIBILITIES:
• Continues to strengthen client relationships, builds trust with the client and develops confidence in responding appropriately and within the internal SLA response timelines when interacting via email, phone or face to face video conferencing
• Utilize all available resources to efficiently and effectively manage studio releases, internally and externally
• Have a great understanding of workflows and the connectivity of work flows from creation to distribution to lead the agnostic team
• Act as a positive role model
• Be able to provide support and coach all members of the team, setting everyone up for success
• Provide direction to Client Service Specialist(s) and internal departments regarding priorities for each project to ensure that deadlines are met
• Responsible as the primary point of contact for Client Services team
• Gathering and assimilating client information
• Provide detailed planning to operational areas
• Understand client pricing and areas of sensitivity
• Providing quotes and ensuring that purchase orders are obtained in a timely fashion
• Providing technical administration of the account
• Troubleshoots, escalates and determines appropriate action where required
• Managing client expectations
• May be responsible for educating and advising client about new services offered
• Proactively identify potential issues/problems with project(s) in process, formulate response and solution and communicate back to client
• Create policies and procedures to improve quality of deliverables in the future
• Initiate corrective action process as needed
• Assist in covering for team absences
• Other duties as assigned by direct manager

REQUIREMENTS:

The ideal candidate will possess the following knowledge, experience, and skill-set:
• Bachelor's Degree in business, Communications, Marketing, Administration, or technology related field desired; Equivalent work experience in a related field will be considered if determined to be in the best interests of the Account Management Team.
• 2-3 years' experience working with a US based company in a client services capacity
• 1-2 years of post-production experience is highly desirable
• Highly proficient in the spoken and written English language
• Must be available to assist to resolve issues relating to your assigned clients 24 hours a day, 7 days a week via cellular phone/email
• Maintain a high level of confidentiality of the company's and customer/client sensitive information.
• Must have strong interpersonal and communication skills
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills
• Must demonstrate positive attitude, able to handle self professionally in a high stress situation, project self as a team leader
• Must be able to juggle multiple priorities and solve problems involving several concrete variables in standardized situations
• Must possess strong decision making and problem-solving skills
• Solid technical understanding of the distribution industry helpful
• Must be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Must be proficient with word processing, spreadsheet, inventory, internet, order processing, project management, and database software
• Must be flexible to work extended hours and/or weekends to meet project deadlines
• Ability to work in a fast paced, multi-tasking environment
• Other duties as assigned

ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER

Physical Requirements:
• Ability to sit for an extended time up to an entire shift
• Ability to view computer screen for an extended time up to an entire shift

Language Skills:
• Ability to read and interpret documents, routine reports, and correspondences
• Ability to speak clearly and professionally
• Ability to create written communication for co-workers, management, and customers

Environmental Considerations:
• Ability to multi-task effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress, fast paced environment
• Working indoors in air-conditioned atmosphere
• Be present for assigned work shift but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including weekends and holidays
• Ability to use proper phone etiquette when answering phones
• Ability to have a clean and organized workstation