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Client Services Account Manager
2 months ago
Job Summary
PPL PRS is seeking a highly skilled Client Services Account Manager to join our team. As a key member of our organization, you will be responsible for managing high-value key accounts with a degree of complexity.
Key Responsibilities
- To be knowledgeable about our music licensing services and accurately apply our tariffs to ensure accurate licensing.
- Confidently and efficiently undertake face-to-face customer meetings, handle customer interactions, and apply knowledge to lead to accurate licensing, always following quality and compliance standards.
- To undertake research that supports accurate licensing and provide effective solutions to customer queries.
- Confidently and efficiently respond to customer interactions that deliver an effective first-time resolution to customer queries.
- To accurately record customer information in our CRM system, following quality and compliance standards.
- Ability to problem-solve customer queries and identify when an escalation is required, following escalation processes where necessary.
- Achieve all agreed key performance indicators.
- To have a deep understanding of music licensing and copyright that ensures accurate information is shared with customers, and licensing is applied in accordance with our licensing operations guide.
- To gain the most efficient payment solution for both PPL PRS and the customer, alongside following up with the customer when payment is outstanding.
- To undertake other tasks as reasonably requested.
Qualifications and Experience
- Worked in a contact centre environment and prior sales experience.
- Competent in using Microsoft Office, Word, Excel, Outlook, and Teams.
- Good verbal and written communication skills.
- Experience of holding business-to-business face-to-face meetings.
- Experience of account management.
- Good problem-solving skills.
- Confident with objection handling.
- Telephony skills (inbound and outbound).
- Ability to work to targets.
- To be able to identify and build on sales opportunities.
- Be able to deliver sales through service.
- Ability to work well as part of a team.
- Works effectively in a hybrid environment.
- Have good attention to detail.
- Ability to build rapport with customers.
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
