Manager, Global Client Services at Universal Music Group

| Greater LA Area
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We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD: 

The current client journey across the world and across royalties, finance, data & analytics is fragmented and inconsistent. Global Client Services ("GCS") is newly forming first-in-class centralized global client service team, providing a unified frontline to all external inquiries across UMG's broad application landscape and providing telephonic, e-mail, chat and in-person support.

In addition to inquiry management, this client-centric team will:

  • Be "jack of all trades" in so far as each team member in GCS will be able to demonstrate and troubleshoot all external facing UMG applications
  • Enhance our artist and label on boarding process with compelling presentations, demo's and end-to-end service directory collateral
  • Refine UMG processes and controls leveraging inquiry data (what is the data telling us?)

How you'll CREATE:

Global Client Services – Service Manager

In this capacity, you will act as a member of the Zendesk general triage team for NA Royalties:

  • You will be responsible for providing accurate, efficient first-tier client support, as well as providing a comprehensive package to 2nd tier support teams for their resolution (as their support is needed) and always ensuring that the client receives a timely and professional response (even if it required 2nd tier support)
    • You will be responsible for learning, understanding, and efficiently navigating all business applications (including, but not limited to, US Statement Portal (USRP), OKTA Administration, SAP, Uniport, TRACS Royalty System, Royalty Data Warehouse (RDW), Copyright Licensing Application (CLA) to gather all pertinent data related to client inquiries.
    • You will be responsible for learning, understanding, and efficiently navigating all UMG business procedures, as they relate to client inquiries.
    • You will be responsible for learning, understanding, and executing all client service support software (including e-mail, chat, telephone, and in-person appointments) in order to support all first-tier inquiries as well as provide a comprehensive package to 2nd tier support teams, and timely client communication regardless of tier level support.
    • As new service opportunities are identified, you will be asked to learn new business procedures, system applications, and support software as part of first-tier client support.
    • As part of this role, you will identify new help center article needs that surface through client support as well as suggest internal first-tier support articles based upon client support interactions.
  • Partnering with the Senior Manager, you will be responsible for ensuring the service level agreement (SLA) standards are met for all clients.
  • You will be responsible for client support as it relates to the US Statement Portal (USRP), including first-tier OKTA security support.
  • As directed by the Senior Manager, you will be responsible for the testing of USRP statement uploads before and after deployment.

General

As a manager within Global Client Services, you will be expected to exemplify all the qualities of "first-in-class service, providing a unified frontline to all external inquiries across UMG's broad application landscape and providing telephonic, e-mail, chat and in-person support". Additionally, and as determined and directed by GCS Senior Management, you will be expected to:

  • Learn, understand and support inquiries across any other UMG application, globally. This may include any of the UMX tools that are currently supported by UMG's Data & Analytics team, the JV and other statements currently published by the Central Accounting Services team (within US Finance)
  • Provide UMG application demonstrations to new and existing clients (labels, artists, producers and / or their representatives)

Perks Playlist:

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
  • Paid Time Off – Paid Holidays, "Gift Week", Summer Fridays
  • Student Loan Repayment Assistance
  • Employee Developmental Support
  • Annual Gym Reimbursement Package
  • Pet Insurance, plus much more!

 Universal Music Group is an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AccessDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by providing feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program
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