Service Account Manager

Reports to:

Head of Service Account Management

Up to 20%

The Service Account Manager will act as the single point of contact for all activities related to their assigned client accounts. This role involves developing and sustaining excellent customer relationships at all levels, ensuring all contractual service levels are met, maintaining customer satisfaction, and providing commercial control. It requires excellent inter-personal skills, the ability to manage priorities and be a team player.

• Strategic Relationship Management: Cultivate and sustain deep working relationships with key stakeholders at US clients (Studios, networks, CMOs and rights holders) to ensure long-term account success.
• Voice of the Client: Advocate for client needs internally, collaborating with Sales and Marketing to identify opportunities for contract renewals and service expansion; and Product and Engineering for system improvements.
• Senior Escalation: Serve as the critical secondary point of contact for service-affecting issues, ensuring high-priority items are resolved with urgency and clear communication.

• Global Liaison: Partner with our Service Delivery teams in Sri Lanka to ensure that client reporting and cue sheet workflows meet Sound mouse’s global quality standards.
• Transition Management: Collaborate with Onboarding and Integration teams to ensure new clients transition smoothly from implementation to Business as Usual (BAU).
• Process Documentation: Review and document bespoke workflows for key clients to serve as the definitive reference for BAU processes, identifying and mitigating any deviations.

• Proactive Health Monitoring: Maintain a pulse on account health via Salesforce and Jira, identifying operational risks and proposing mitigations before they impact the client.
• Data-Driven Reviews: Transform raw KPI data into high-level service reviews and presentations that demonstrate Sound mouse’s value and quality of service.
• Process Evolution: Identify and champion process improvements to enhance service monitoring and reporting capabilities across the global team.

• Industry Knowledge: Understanding of music industry ecosystems including end-to-end flow of cue sheets and music rights.
  Please Note:
  Candidates who do not explicitly list cue sheet experience on their resume will not be considered.
• Client Management: Proven experience in a client-facing role with the ability to remain calm and professional under pressure (minimum 3 years).
• Communication Mastery: Excellent written and verbal English skills, with the confidence to present to stakeholders at all levels.
• Technical Literacy: A strong understanding of technology:
• Proficiency in ITSM tools such as Jira and Salesforce or equivalent.
• Platform Acumen: Ability to quickly acquire and maintain an “under the hood” understanding of Sound mouse system platforms and data flows to effectively progress client issues and collaborate with Support, Product and Engineering teams.
• Adept at navigating and translating complex technical language between clients and internal engineering/product teams.
• Operational Rigor: Strong time management skills and the ability to document complex processes for knowledge sharing.
• Risk Mitigation: Ability to understand SLA implementations and identify potential risks before they impact the client.
• Mobility: Need to travel off-site to client locations or company offices as required to strengthen partnerships.
• Experience: A minimum of 1 year of experience in client support, client success or similar required, with 3-5 years being preferred.
• Market Passion: A genuine interest in the intersection of music, broadcast media, and technology.
• Basic Data Querying: Working knowledge of SQL for querying data is a bonus but not essential.