Associate Customer Success Manager

Job Description

Join our global force of 500+ innovators, blending the latest in tech with the greatest in soundtracking, from our Stockholm HQ to offices in London, New York, Los Angeles, Berlin, Oslo, and Seoul. We’re an industry leader with a startup mentality. We take what we do seriously, but we don’t take ourselves too seriously. Creating and collaborating to transform the sound of streaming, content, and culture. Come join us—and let the world feel your work.

We are now looking for an Associate Customer Success Manager to join our Enterprise team in Stockholm.

What are we looking for

We are strengthening our global Enterprise Sales Organization with a growth-focused Associate Customer Success Manager to secure mutually successful business relationships and grow our business with a portfolio of Epidemic Sound’s small to midsize enterprise clients across Europe, Middle East and Africa. Our Enterprise customers include production companies, broadcasters, advertising agencies, digital publishers, and brands with audiovisual media at their core.

Your key responsibilities include:

• Act as a trusted partner throughout the Customer’s lifecycle by delivering an exceptional customer experience and defining measurable mutual success plans with clear outcomes and deliverables
• Onboard, develop, and nurture new customers with a focus on actively increasing product adoption and engagement across the customer’s organization
• Identify, drive and close new business opportunities in the client portfolio to scale Epidemic Sound’s business with your accounts over time - utilizing a combination of transactional and consultative sales skills
• Take a holistic approach to discover your customer’s business needs and work with the customer to define strategic solutions to meet those needs and solve problems
• Identify early warning signs that an account may be likely to churn by analyzing usage data, customer engagement, and customer feedback and develop strategies to retain and turn around these high-risk accounts
• Collaborate with our sales, product & tech, music and marketing teams to ensure Epidemic Sound’s Ecosystem is fully utilized to deliver an exceptional customer experience
• Be the voice of our enterprise customers internally at Epidemic Sound – share strategic use cases, process improvements, and customer feedback into the internal ecosystem to improve the experience for our enterprise customer
• Contribute to team OKRs to ensure initiatives, processes, and programs are achieved
• Stay up to date with trends and best practices within the field
• Other duties, tasks, and responsibilities may be assigned at any time

Requirements

To truly succeed in this role, you probably have a background in customer success/sales where experience with music licensing is meritorious. You are passionate about creating value and the best possible outcome for your customers, as well as growing business and negotiating with decision makers. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner. You are a self-starter who takes the necessary initiatives to get things done, and your impeccable social skills turn strong relationships into solid business opportunities

Preferred Qualifications:

• +2 years of experience of customer-facing experience in implementation, client services, customer success or sales role
• Experience working against retention and expansion targets with a track record of meeting and/or exceeding targets on a consistent basis
• The ability to bring fresh ideas to the table, when it comes to user adoption and churn mitigation
• The ability to develop trusted relationships with customers and quickly find creative solutions
• Passionate about helping prospective customers scale up their business through Music, Media, and SaaS solutions
• Proactive self-starter who takes the initiative to get things done. High reliability, detail-oriented, and outstanding follow-through
• Comfortable with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate
• Familiarity with Salesforce or Customer Success Platforms such as Totango, Gainsight, or Planhat is a nice to have but not a requirement
• Ability to navigate sales conversations and sales cycles from start to finish with several decision makers
• Ability to navigate negotiation conversations and customer issues with confidence
• Fluency in English is required
• Experience from the music industry is meritorious

Equal opportunity employer

We believe that bringing people together from different backgrounds, experiences and perspectives makes for a healthy workplace, a more successful business and a better world. We value diversity and encourage everyone to come and soundtrack the world with us.

Application

Ready to make the world feel your work? Please apply, in English, by clicking the link “interested” below.