Customer Experience Manager - LATAM

April 5

BMAT Music Innovators

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We’re the Operating System for the Music Industry. A platform that pumps up the jam of every play.

music recommendation • audio fingerprinting • music monitoring • music copyright • big data

51 - 200

Description

• We are looking for a talented Customer Experience Manager to lead the operations of a wide range of clients and coordinate delivery of activities to provide high-quality service. You are expected to perform a transversal role, translating new and existing customers’ needs into technical specifications, prioritizing work streams according to clients’ needs and effectively tracking • Understanding clients’ needs and finding optimal solutions • Transforming clients’ challenges/concerns into opportunities for growth • Developing creative solutions for existing and new clients • Discerning the technical capabilities of the tools and the team, and translate them to clients • Improving and implementing new policies, procedures, and best practices • Monitoring product metrics and KPIs, analyzing trends, and suggesting improvements as necessary • Serving as the primary point of contact for major incidents and coordinating response/resolution efforts • Identifying opportunities for automation and process improvement to enhance service efficiency • Prioritizing and managing multiple tasks effectively in a fast-paced environment

Requirements

• +3 years experience in project management, technical account management or client support in technical environments • Strong leadership and team management skills • Availability to travel min. once per quarter • Highly organised, multitasker and with strong attention to detail • Initiative, drive, enthusiasm and entrepreneurial attitude • Excellent decision-making, critical thinking and problem-solving • Passion about listening, asking, understanding and communicating • Love for teamwork and learning • Computer literacy • Proficiency in Excel for data manipulation, analysis, and reporting • Knowledge or experience in the music industry is a plus • Knowledge of ITIL framework and best practices is a plus • Fluency in English is required

Benefits

• We’ll provide you with all equipment needed for you to be comfortable • Flexible working hours and location • Unlimited time off because we believe that you know best when you need to rest • Flat hierarchy • Online language classes to improve your Spanish or English • Online and onsite courses and music industry workshops run by inhouse experts • You can make the role your own and run your own development