We are a two-year-old, venture backed, tech startup focused on measuring the music industry, both online and off. We collect engagement metrics from all the largest social media sites on a daily basis, we catalogue events like releases and concerts, and we import historical archives of radio and sales data from our major customers.We are looking for an experienced Director of Client Services to join our growing team of highly competent engineers, designers, sales team and product developers. We are partial to high energy job candidates who enjoy working in a fast growth environment.A Next Big Sound Director of Client Services is the main point of contact for our large enterprise customers and is responsible for customer onboarding, education, support, feedback and delight. Client Services interfaces with all departments within Next Big Sound in order to provide world class customer service and collaborate on innovative solutions to meet customer needs.
Ideal skills in order of importance:Experience interfacing with large enterprise customers and managing expectationsExperience working in cross-functional teams and communicating with software engineering / product development teamsAbility to confidently present, discuss, and demonstrate the value of softwareAbility to extract feedback from customers to inform product developmentFamiliarity with analytics and data-driven analysisExperience sourcing and implementing scalable CRM and workflow solutionsMain Responsibilities:Providing thoughtful communication and support for Next Big Sound customers through regular email communication, meetings and feedback sessionsServe as a liaison between our customers and engineering / product development teams to fix bugs and track all product feedbackConstant refinement of CRM process and workflow process to ensure quick on-boarding and fluidity in internal information / responsibility workflow. Ultimately providing best-in-class client interactions, facilitating long term, prosperous relationships.Educate and train end users in best practices using Next Big SoundGather and present insightful data for key accounts where necessary to provide additional value to NBS customersAssist in testing for new features and product rolloutsBackground:4-6 years experience in account management, client services, or customer supportExperience educating and training end users for a SAAS solutionExperience leading and building disciplined teams that seek to find / solve customer problems versus waiting for problems to emerge.Passion for music and the music industryBonus: Experience in social media market research
Next Big Sound - 14 months ago
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