Member Services Specialist

THE ROLE

In this role, you will provide a world-class experience to publishers, administrators and self-administered songwriters that have complex needs around works registration, overclaims & disputes, catalog transfers and other applicable questions. Additionally, you will handle executive escalations that require higher-touch support. The Specialist, Member Services will partner closely with our VOC Team to ensure processes are defined and documented; the voice of the Member is considered in the development of new policies; and to provide swift resolution to the Members that they work with.  

QUALIFICATIONS​

• Minimum 3 years’ music publishing experience required.
• Customer-facing, account management and project management experience required.
• Strong knowledge of music publishing, mechanical licensing and royalties, and copyright
• Quantitative and qualitative analysis with advanced problem-solving skills
• Strong written and verbal communication
• Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback.

ESSENTIAL RESPONSIBILITIES​

YOU WILL SUPPORT MEMBERS OF THE MLC BY:

• Building strong relationships with The MLC Members by providing world-class service and resolving complex Member inquiries
• Communicating confusing or complicated scenarios to Members that are not well-versed in mechanical licensing.
• Modeling an empathetic approach to Member success that centers around building trust and removing barriers.
• Identifying and removing waste in the Member process journey, and conducting ongoing assessment of tools, systems, process outputs and KPIs.
• Supporting our Marketing team with in state or out-of-state outreach events as needed.

YOU WILL LEAD WITH PURPOSE BY:

• Conveying the Member experience and its drivers to a variety of audiences in a way that is concise and impactful.
• Making data-driven recommendations for changes and championing continuous process improvement.
• Work collaboratively across functional teams to develop and execute on a shared vision.
• Extracting and integrating insights from multiple sources — qualitative and quantitative research findings, process output, analytics, Member feedback, ideation, strategic directives.  Be able to formulate recommendations based on those insights.