CUSTOMER SUCCESS (CS)

Description

Job Summary: This operational role involves integrating and supporting new customers, configuring profiles, assisting with catalog migration, and monitoring releases—acting as a bridge between departments and managing customer relationships. Key Highlights: 1. End-to-end integration and support for artists and record labels. 2. Collaboration with Support, Curation, Marketing, and Technology teams. 3. Customer portfolio relationship management and ongoing support. **Description and Responsibilities:** **Schedule:** Monday to Friday, from 8 a.m. to 6 p.m. **Level:** Operational **Employment Type:** Not Specified New Customer Integration: Conduct individual training sessions for new artists and labels, ensuring they know how to use all our tools from day one. Configuration and Performance: Guide customers in configuring their profiles and using platform tools to maximize the performance of their releases and sales. Migration Support: Oversee end-to-end catalog migration from other platforms, ensuring no music or data is lost. Activation Monitoring: Closely monitor the artist’s first release on the platform, providing continuous support to ensure timely and high-quality delivery. Process Improvement: Identify bottlenecks early in the customer journey and suggest improvements to make onboarding new artists faster and simpler. Cross-Departmental Liaison: Collaborate with Support, Curation, Marketing, and Technology teams to resolve technical issues and enhance overall user experience. Relationship Management: Serve as the primary contact for a portfolio of customers, conducting periodic meetings and providing support via WhatsApp and e\-mail. **Requirements:** Customer Service Experience: Prior experience managing relationships and providing customer or partner support Market Knowledge: Understanding of the digital music landscape (Spotify, Apple Music, etc.) and copyright law Analytical Mindset: Enjoy analyzing numbers and translating data into practical plans for artists Personal Skills: Impeccable organization, strong writing ability, creative problem-solving, and customer focus Tools: Proficiency in Microsoft Office (especially Excel) and comfort with task and workflow management systems **Benefits:** Annual bonuses, Cost-of-living allowance, Life insurance, Transportation assistance, Culture voucher, Meal voucher, Food voucher, Transportation voucher, Company vehicle