Customer Relationship Manager
Hybrid
Full Time
#Customer Experience
#Music
#Account Management
#Service Delivery
#Problem Solving
About ICE
ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders.
We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally.
We operate at the exciting intersection of technology, music, and data.
Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows.
Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.
ICE has grown to distribute more than €1bn in royalties per year, licensing music services such as Spotify, Apple, YouTube and TikTok.
About the Role
In a Customer Relationship Management role you will be required to deliver first-class service to the customer(s) you are responsible for. Ensuring your customer(s) receive proactive communications, timely reports and responses to their queries and concerns, together with clear information regarding the provision of services and explanations regarding variances to agreed services levels and KPIs.
As a Customer Relationship Manager you will be the front-line representative of ICE to your customer(s), building strong professional relationships while adding value, supporting and leading on projects to transform our customer experience.
Key Responsibilities:
- Build and manage strong, proactive relationships with key contacts at your customer(s) to ensure their business is retained and its profitability is monitored and maximised
- Collate and keep updated all relevant information about the customer with respect to ICE
- Monitor, validate and manage service performance and quality, via delivery of reports, review meetings, query response and information regarding the provision of ICE’s services
- Maintain, develop and improve service operations processes, ensuring services are being delivered according to contracts and customer requirements
- Ensure all bespoke service requirements and reports are fully understood and delivered
- Process map and document your E2E customer servicing requirements
- Provide expert problem management support for incidents and issues, ensure root-cause analysis is conducted, and corrective plans are developed and executed
- Own and orchestrate the resolution of customer escalations
- Identify gaps and additional business opportunities to extend the scope of business with the customer
- Communicate and represent the customer’s needs and priorities, including attending internal meetings e.g. service enhancement, internal development, risk assessment, scheduling etc
- Overseeing the process for Copyright forecasting and Online distribution scheduling
- Identify potential problems that could affect the customer and prevent these if possible
- Build and maintain understanding of E2E processes and concepts in ICE across all departments, including departmental functions and responsibilities
- Collaborate with internal and external stakeholders at all levels across multiple departments and business areas
- Management of commercially sensitive information, resolution of conflicts, effective problem solving and decision making
- Apply industry and business knowledge daily in triage, analysis and decision making (e.g. high level copyright concepts, licensing approaches, system/service capabilities)
- Utilisation of service ticketing applications (Service Now)
Requirements and Qualifications:
- University Degree or other equivalent education or experience
- Fluent in English, ideally with additional European language skills
- Experience in account management, ideally in a cross-cultural, cross-organisational, multi-lingual environment working with senior management counterparts
- Experience in music rights is preferred, ideally either copyright or licensing.
- Strong service delivery focus, with passion for continuous improvement in a B2B environment
- Highly numerate with excellent attention to detail
- Empathy and cultural understanding in communications and negotiations to achieve positive outcomes
- Collaborative outlook and problem solver with proven judgement and decision-making skills
- Strong team player
- Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy
- Ability to resolve conflicts and make decisions to favourably impact the overall business
- Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; demonstrated organization and prioritization skills
- Ability to build positive relationships with partners and stakeholders, with strong networking skills
- Ability to absorb and analyse significant amounts of information and then tailor the means of delivery, the language and format of this to a wide mix of audiences
- Able to anticipate trends in both internal and external environment and be able to proactively identify a range of opportunities and strategies to respond to these
- Ability to act as a bridge between departments/parties to facilitate complex problem-solving
What we offer:
- Competitive local benefits based on your location
- We promote flexible working regarding time and/or place
- Both mental and physical health initiatives
- Corporate pension scheme
- Comprehensive training and development opportunities
- Industry insider events, team socials and company events
- Enhanced holiday allowance
We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.
We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.
