Global Client Services Manager

This is a Full Time Job

Description

Job title: Global Client Services Manager

Responsible to: Senior Director, Global Client Services

Department: Global Client Services

Location of work: 4 Pancras Square, King’s Cross

The A Side: A Day in The Life
Client Services is a newly formed “first-in-class” centralised global client service team, providing unified frontline service for all external enquiries across UMG’s broad application landscape through telephonic, e-mail, chat and in-person support.

In addition to enquiry management, this client-centric team will:

Be “jack of all trades” as each team member will be able to demonstrate and troubleshoot all external-facing UMG applications

Enhance our artist and label onboarding process with compelling presentations, demo’s and end-to-end service directory collateral

Refine UMG processes and controls leveraging enquiry data to drive process improvement (what is the data telling us?)

The B Side: Skills & Experience

Be Knowledgeable
• You will be responsible for learning, understanding, and executing all client service support software (including Zendesk Support, Zendesk Guide, Zendesk Chat, Zendesk Talk, Google Analytics, and client service-related SaaS products) in order to support all first-tier enquiries as well as provide a comprehensive package to 2nd tier support teams, and timely client communication regardless of tier-level support
• You will be responsible for maintaining detailed technical documentation (including taxonomy, requirements, etc.) encompassing active Zendesk build across a variety of instances and business units
• You will be responsible for understanding and efficiently navigating all business applications, including, but not limited to, Global Royalty Portal, Okta Administration, TRACS Royalty Software, Global Clearinghouse, and any additional systems and applications required to (i) gather all pertinent data related to client inquiries, and, importantly, (ii) provide clients with in-person and remote application demonstrations and walk-throughs
• You will constantly stay up to date on latest Zendesk service / functionality offerings, assess value to business units, and work in tandem with UMG Zendesk Administrator to architect for deployment on an as needed basis.
• You will be responsible for understanding and efficiently navigating all UMG business procedures, as they relate to client enquiries
• 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

Be Collaborative
• You will act as a member of the Zendesk general triage team for UK-based Global Royalties & Revenue Optimisation support. 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 (including cases in which 2nd tier support is required)
• You will identify new external Help Centre article needs and suggest internal support articles based upon client support interactions, and you will be responsible for ensuring that internal and external Help Centre content is kept up-to-date and fully satisfies client needs
• Under the direction of Sr. Director, Global Client Services, you will serve as a primary liaison between Global Client Services, UK-based GRRO business units, involved IT teams, and 3rd-party development partners
• You will be responsible for ensuring the service level agreement (SLA) standards are met for all clients at all times

Be Commercial
• Actively support overall client GCS vision and strategy for key stakeholders, identify key business needs, make suggestions as to modules, products, ticket channels, and functionality to use; fully document these requirements
• You will be responsible for identifying areas for improvement (be it process, technology, or personnel-driven) within GCS’ overarching operation, advocating for meaningful improvement, and affecting change in collaboration with management
• Identify opportunities to create a more seamless end user experience on customer-facing Help Centre pages, including constant iteration of design and functionality via monitoring of Zendesk Explore metrics and Google Analytics

Personal Specification
• Zendesk Certified Administrator certification desirable (Support to achieve accreditation within 6 months would be considered)
• 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 and Guide) experience required
• Strong experience utilising Zendesk REST API preferred
• Understanding of, or willingness to learn, programming languages utilised within Zendesk, including HTML, CSS, and JavaScript
• Excellent written and verbal communication skills
• Excellent presentation skills
• Excellent and proven problem solving and follow-through skills
• Ability to multi-task and work in high paced environment within a diverse team
• Experience in managing multiple ongoing projects at once
• Previous experience in client/customer services or partner relationship management
• Proven experience in great problem-solving success

Bonus Tracks: Your Benefits
• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)

Just So You Know…

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.