Our company seeks an Associate Director, Client Services, to join our dynamic client support team. As Associate Director, Client Services, you will lead the team that manages and supports a large roster of distributed clients across the globe. Your responsibilities will include optimizing existing processes to continue scaling global support, day-to-day team management and development of a team, supporting our clients’ with their releases, liaising with various internal departments to ensure our clients’ needs are met, and driving the adoption of The Orchard’s industry-leading tools. You should have a strong B2B customer support background, an understanding of the digital music landscape, and a passion to build global processes while guiding and leading a growing team. This role reports to the Senior Director, Label Management and is based in New York City.
What you’ll do
- Act as the team lead for internal contacts and clients and provide timely and thorough responses to inquiries via Zendesk platform.
- Utilize existing Zendesk expertise to create and refine global processes for client success.
- Oversee team members and their development.
- Assist clients with all distribution needs, including retail best practices, release special needs and escalations, payment inquiries, and more.
- Work across internal Orchard teams to ensure smooth and timely distribution of clients’ releases and resolution of clients’ questions.
- Drive adoption of the Orchard Workstation and its suite of expanding features
Who you are
- Zendesk and people management experience are required
- Strategic and process-oriented
- Patient and empathetic with all clients
- An effective communicator on phone, email, and in person
- Resourceful and take the initiative - an expert troubleshooter.
- A multi-tasker with supreme attention to detail and follow-through
- Passionate about customer success with a solid understanding of client management, distribution, and the overall music industry
What we give you
- You’ll join an inclusive, collaborative, and global community where you have the opportunity to fuel the creative journey.
- A modern office environment designed to foster productivity, creativity, and teamwork
- Our Hybrid with Flexibility approach combines the flexibility of remote working with the benefits of in-person collaboration whenever we need to come together to do our best work. Managers will partner with their teams and employees to establish work arrangements that meet the business, team, and individual needs.
- An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
- Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
- We invest in your professional growth & development
- Time off for a winter recess
About The Orchard
The Orchard is a leading music distribution company operating in 45 markets worldwide – distributing music from independent artists, including Ozuna, Skepta, Jorja Smith, and Kelsea Ballerini. With cutting-edge operations and an unparalleled global team, The Orchard partners with labels of all sizes to make their music and video available across hundreds of digital and physical retailers worldwide. The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.
The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.
The anticipated annual base salary does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
New York Pay Range
$70,000—$75,000 USD
