Associate, Client Services

SongtrustⓇ is the world's largest technology solution for global music publishing royalty collection and administration. It was founded to simplify music rights management and remove the complexity of the publishing landscape. Songtrust's core mission is to help musicians, publishers, labels, and distributors easily track and collect global publishing royalties for their music catalogs. Songtrust has a catalog of over 3,000,000 songs, representing more than 350,000 songwriters including those who have written songs with Drake, Billie Eilish, and Kendrick Lamar. Publishers who entrust the company with their catalog's royalty collection include CD Baby, Downtown Music Publishing, Symphonic Distribution, Sub Pop Publishing, and Trap Nation.

Songtrust maintains the most extensive, accessible publishing network in the music industry by having relationships across more than 60 pay sources around the world covering more than 245 countries and territories. Songtrust® is a registered service mark of ST Music LLC, which is owned and operated by Downtown Music Holdings. Songtrust was named a Billboard Magazine Top Music Startup upon launch in 2011. The company is headquartered in New York City. For more information, please visit: http://songtrust.com/

You can make a tangible impact on the lives of your favorite music creators as our self-driven, detail-oriented, customer-obsessed Client Services Associate. As our Client Services Associate this role is the face of Songtrust - we are focused on providing our clients with the highest level of service. As a Client Services Associate, when you are not answering questions or proactively finding solutions, you bridge the gap between customers, product, and engineering by identifying, investigating, and escalating questions, issues, and bugs. You are passionate about the customer experience and an advocate for the Songtrust community.

In this role, you are motivated to go above and beyond for our songwriters and driven to instill deep trust in the Songtrust platform. You are technically minded, customer-focused, and intrinsically motivated. You act on decisions with an analytical mind, are resourceful, can communicate complex ideas with ease, and are a creative solution finder, not just a problem pointer.

This hybrid position can based in our New York, Los Angeles, Portland or Nashville locations.

What you'll be doing:

• Create an exceptional, personalized, and quick service experience for Songtrust clients via chat and email.
• Investigate, validate, and escalate bugs and flawed user experience using your deep technical knowledge and skills.
• Develop strong hypotheses, independently solve problems, and uncover customer pain points. Communicate them to the Product team with User Stories.
• Partner and develop strong relationships with cross-functional teams like Product, Copyright, Royalties, Marketing, and Engineering.
• Co-own with the CS team the update and continuous improvement of the Support Center and its articles and snippets.
• Maintain a positive, empathetic, and professional attitude toward customers at all times and assume the best in every situation.
• Hit Support KPIs and be proactive about sharing your wins with management.

You are / have:

• 1+ years experience working in music publishing with a performing rights society and/or rights management company.
• 1+ years experience in a client-facing, customer support, or account management role at a startup, tech, or SaaS company.
• Familiarity with CRMs and/or ticketing systems (HubSpot, Salesforce, Intercom, JIRA)
• Familiarity with Excel, Google Spreadsheets, and large datasets.
• Strong verbal, written, and interpersonal communication skills.
• Ability to work both independently and within a team.
• Possesses exceptional time management skills and has the ability to handle volume in an organized manner.
• Commitment to excellence & strong focus on customer experience
• Self motivated with a knack for problem-solving
• Strong analytical skills and technology experience strongly preferred
• Aptitude for acquiring skills in technical knowledge and eagerness to learn
• Strong cross-functional skills, ability to influence, and ability to get things done through both formal and informal means
• Strong oral and written communication skills; extremely attentive to detail
• Ability to thrive in a fast-paced environment
• Comfortable charting new territory

Why you want to work here:

• Ample opportunities to work with leaders and employees across our business
• Work in a collaborative environment full of mission driven, innovative, and passionate people
• Be part of an open, welcoming, and inclusive culture
• Rich benefit program (Medical, Dental, Vision), Life Insurance, 401k (with match)
• Free CitiBike Membership (NYC Only)
• Paid Volunteer Hours

Downtown provides base salary ranges for all positions located in the United States at the time of posting. The hiring range for this position is $50,000 - $55,000 annually. As a candidate for this position, your salary and related elements of compensation will be contingent upon various factors including, but not limited to, work experience, geographic location and relevant skills. Downtown is committed to providing a comprehensive market-competitive total rewards program for its employees which includes medical, dental, and vision, life insurance, 401(k) match and generous paid time off. This range does not include any other variable compensation components.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Downtown's values. We welcome and encourage all applicants of different backgrounds, experiences, abilities and perspectives to apply.