As a subsidiary of Sony Corporation, Sony DADC is part of the world’s leading electronics and entertainment Company with facilities spanning the globe. Sony DADC is an integrated provider of end-to-end Supply Chain Solutions for physical and digital content to customers across many industries including entertainment, marketing, advertising, education and consumer electronics. We help content owners deliver unique consumer experiences while keeping pace with rapidly evolving consumer demand and emerging multi-channel distribution models. Our market insight and proven expertise across both physical and digital media enables us to provide the most advanced services that deliver the speed, efficiency and quality required by today’s market.
The Client Services Manager will be responsible for looking after the day to day requirements of our key accounts and managing the client services team. This person will be responsible for building and maintaining day to day relationships with our key clients. As such, the role demands client focus, professionalism, and attention to detail.
The Client Services Manager is a customer advocate and ensures that Sony DADC delivers services that meet our highest standards. The person must coordinate activities across a variety of internal and external groups and therefore must be adept at multi-tasking and following through on commitments.
The successful candidate will have familiarity with media industry services, purchase orders, and invoicing. This position reports to the Director of Client Services. This position is located in Marina del Rey, CA.
Responsibilities
• Build and maintain strong, professional relationships with DADC clients, through regular communication and ensuring their expectations are met by the early identification of their needs.
• Manage troubleshooting of client service issues and oversee their resolution.
• To assist clients in developing opportunities for new technologies & methods of working.
• Ensure Sony DADC meets the highest standards of service delivery as defined by our service level agreements.
• Manage new partners and client on boarding.
• Maintain detailed specifications for individual client base and to anticipate requirements.
• Ensure that reports on important business metrics are tracked and collated.
• Delegate key duties and responsibilities to the client services team for the effective management of workflows.
• Ensure workflows and client rates are communicated to the client services team managing the account.
• Set a professional example to other team members, as well as being positive and proactive.
• Have an in-depth understanding of Sony DADC services, rates, policies, and procedures and liaise with technical teams in order to provide accurate pricing information to clients.
• Identify opportunities for improving Sony DADC services and efficiency.
• Ensure Account Managers working with you on key accounts are trained and up-to-date on Company procedures.
• Responsibilities are not limited to the above description and may be modified at any time by the Company.
REQUIREMENTS:
• 2+ years experience managing a team, preferably within a digital video supply chain.
• 4+ years experience in account management within a digital services department with primary focus on customer service.
• Bachelor’s degree preferred.
• Well-developed interpersonal, communication & leadership skills at all levels within an organization, across all departments & professional disciplines.
• Previous experience in building and maintaining excellent client relations.
• Knowledge of digital supply chain workflow and the digital media marketplace.
• Experience in the Media & Entertainment (Broadcast and/or Post Production) industry.
• Ability to communicate complex processes to non-technical staff.
• Ability to think through complex problems and suggest solutions.
• Highly organized and ability to multi-task while remaining calm under pressure.
• Ability to prioritize workload, goals, targets and time.
• Strong computer skills, particularly MS Office suite.
• Knowledge of internet technology and transfer protocols, XML and digital deliveries.
SONY is an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin or ancestry, age, disability, sex, marital status, sexual orientation, obligation to serve in the armed forces of the United States, citizenship, disabled veteran status, Vietnam era status, or any other characteristics protected by applicable federal, state or local laws.
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