Customer Success Specialist
Valence Media
Los Angeles, CAThis was removed by the employer on 3/5/2020 11:22:00 AM PST
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Full Time Job
Skills
Snapshot:
• Bilingual in Spanish
• IT or Software Helpdesk Experience
• Consumer Facing Customer Service
• Highly curious, motivated and solution-oriented
If this is you, please keep reading!
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If you are passionate about finding solutions and providing an exceptional experience for every customer, we are looking for you.
MRC Data is the world's leading provider of performance monitoring for the music and entertainment industry. Employing a patented, digital pattern-recognition technology, MRC Data BDS captures in excess of 100 million song performances occurring on more than 2,000 radio stations, satellite radio channels, network radio stations, music video channels and streaming services across Canada, Mexico, Puerto Rico and the United States. MRC Data BDS airplay charts are featured in Billboard magazine and our information is used by record labels, radio stations, performing rights organizations, music publishing companies, management companies, advertisers, and music trade associations.
A Customer Success Specialist is responsible for engaging, retaining and empowering our customers and partners to fully utilize our airplay products and solutions. Our Customer Success team acts as the main advocate for our customers, helping them to find success and engaging resources across MRC Data.
Responsibilities:
• Identify, investigate and resolve any discrepancies in MRC Data BDS data
• Meet customers and internalize their history and their goals
• Be familiar with MRC Data products, solutions, positioning, and competitors
• Train and support customers in the use of our software and web-based products
• Act as a primary point person for our customers and partners
• Provide the voice of the customer in data analysis, product development, media acquisition and database management
• Work closely with Billboard to ensure that their charts are of the highest accuracy
• Serve as liaison between customers and our Operations team
• Develop partnerships with the account team representing your customers and support them in their efforts
• Engage MRC Data Product and Technology teams to find alignment on strategic initiatives
Qualifications:
• A bachelor's degree is preferred
• 3-5 years software customer service/ IT helpdesk experience
• Significant customer facing experience
• Bilingual in Spanish language
• Music knowledge and experience of the music industry is desirable
• Familiarity with BDSradio and Music Connect is a plus
• Must be detail-oriented with strong problem-solving skills
• Zendesk familiarity is a plus
• Familiarity with enterprise software and data delivery experience is a plus
• Ability to create and deliver compelling presentations
• Eagerness and willingness to learn
• Desire to contribute beyond your role and spearhead initiatives to enhance the customer experience
• Some travel necessary