POSITION SUMMARY
Manages and nurtures relationships with our existing publishers. Addresses music publisher inquires and concerns promptly, collaborates with cross functional teams to enhance the affiliate journey. Gathers feedback to improve our products and services and provides regular reporting on performance metrics. Contributes to product development, supports technology and customer service transformation, and supports strategies to enhance the overall publisher experience. Requires a dedicated focus on publisher satisfaction.
LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority. FUNCTIONS OF THE JOB
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
Develops and nurtures relationships with existing publishers, understanding their needs, and serves as their primary point of contact. Addresses a wide range of inquiries, concerns, and requests promptly and professionally. Provides solutions to ensure publisher satisfaction:
Collaborates with cross functional teams to align and improve the affiliate journey and service experience. Inspires affiliate first mindset. Participates in publisher meetings, presentations, and training sessions as needed. Coordinates and leads regular publisher meetings & presentations. Utilizes BMI's CRM system to track, prioritize and manage tickets and cases, ensures timely and accurate resolution of inquiries and issues. Gathers feedback and insights by leveraging voice of customer discipline to improve products and services, enhancing the overall affiliate experience. Develops, improves, prepares, sources and presents regular reports regarding publisher inquiries, distribution, and performance metrics: Delivers reporting to the senior leadership on performance including KPI's, SLAs, and real time issue escalation and trends. Facilitates QBRs (quarterly business reviews) with Distribution and Administration teams. Supports BMI's core technology and customer service transformation by providing subject matter expertise in the development of new products and features: Contributes, develops and maintains content for the Customer Service knowledgebase which supports the organization to service the publishers. Develops and executes strategies to enhance the affiliate experience: Develops and maintains publisher service SOPs and Knowledge articles to ensure consistent service quality. Stays updated on industry trends, regulations, and best practices related to music rights management. Maintains a 360 view of each publisher that can be widely consumed throughout BMI to support service across teams internally. Maintains active membership and involvement of relevant trade association (e.g. AIMP). Acts as a publisher advocate across the team. Serves on special projects as needed. Regular attendance. Other duties as assigned. Supports BMI Core Values and cultivates a culture of diversity, inclusion, and equity. POSITION QUALIFICATION REQUIREMENTS Education: Bachelor's degree or equivalent experience.
Experience: Minimum (7) seven years in a music publishing and/or performing rights organization. demonstrated experience successfully managing B2B relationships. Extensive experience and knowledge of the music industry, particularly music publishing and rights administration.
SKILLS AND ABILITIES
Which may be representative but not all inclusive of those commonly associated with this position.
Strong leadership, interpersonal, and communication skills. Strong understanding of music copyright, distribution, royalties, and administration. Ability to interact professionally, both written and verbal, with a diverse population of internal and external customers. Results oriented with the ability to organize, prioritize, and follow-through. Thorough with strong attention to detail. Analytical, creative, and innovative approach to problem solving. Ability to multi-task, work under pressure, and meet multiple deadlines within specific timeframes. Ability to maintain the highest level of confidentiality/discretion. Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Teams and Outlook) and a general comfort level working with technology systems. CRM experience preferred. SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.
What We Give to You: Health, dental, and vision insurance 401K with employer match Flexible spending accounts Paid vacation and paid sick/personal time 12 paid calendar holidays Paid volunteer time off Summer hours that offer more time for fun in the sun Company paid life insurance Up to 12 weeks paid parental leave Tuition assistance for qualified team members Commuter benefits (New York) Amazing and engaging culture Employee Resource Groups BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor. #LI-Hybrid