Manager, Solutions

This is a Full Time Job

Our company is seeking a Manager, Solutions to join our dynamic team. As the Manager, Solutions, you will work closely with both Orchard clients and internal teams, overseeing key elements of the client experience, and synthesizing interactions across Orchard’s internal departments. You will be responsible for providing a centralized, solutions based voice in support of the Relationship Management team and supervising the comprehensive onboarding process, focusing on a positive first experience for clients. In addition, you will ensure a continued, positive client experience around all operational questions and concerns. This is a highly responsible role that requires proactive problem solving skills, a keen eye for detail, and a love for all types of music.

What you'll do:
• Serve as the primary representative of Orchard’s administrative teams (including legal, finance, and operations) to Orchard clients, addressing issues, gathering feedback, and advocating for client needs within the organization
• Main point of contact for questions pertaining to all operational functions across the organization, serving as a focal point of information and defining internal processes and procedures
• Work closely with relationship management and rights management teams verifying release metadata compliance and changes to release statuses, including deletions and pricing adjustments
• Advise on client product logistics and operations and manage complex digital release set-ups in accordance with label and campaign specified needs
• Focus on clear, solution based responses to internal and external queries regarding client questions
• Understand how to troubleshoot problems effectively and identify the right teams to interact with in order to get reliable solutions and answers
• Ability to handle high volume inbound needs from labels and ensure they are being addressed in a timely manner

Who you are:
• Patient and empathetic
• Effective communicator on phone, email, and in person
• Resourceful, problem solver, and takes initiative - an expert and motivated troubleshooter
• Multi-tasker with supreme attention to detail, follow-through and effective prioritization
• Multilingual skills preferred, but not required
• Prior experience with CRMs preferred, but not required
• Fluent English proficiency required