Customer Success Manager
We are looking for a client-focused, self-motivated, and organised person to join our business to help understand and service our existing customer base.
I Like Music is the only official Master Music Library for legal B2B music in the UK and we provide commercial grade music & licensing support to clients across the TV, radio, advertising, retail & hospitality, and entertainment sectors. We also integrate with B2B platforms and apps looking for a fully licensed business music library.
As part of the ILM team, you will develop a detailed understanding of the diverse needs of our wide client base to optimise customer satisfaction and long-term retention. You will also be key to driving an increase in customer spend and helping I Like Music accurately predict, and evolve with, our client’s ever-changing needs.
Responsibilities
· Onboarding new customers
· Ensuring the ongoing needs of long-term contract clients are being monitored and met.
· Delivering overall customer support and satisfaction for long-term contract clients.
· Developing strategies for reducing customer churn.
· Driving revenue growth across our existing customer base.
· Working closely with our marketing team to deliver targeted sales & marketing campaigns.
· Be the key link between:
* Our client services team and technical team in delivering any technical changes needed to service ongoing customer needs.
* Our music services and technical team in ensuring clients have the music content they require.
· Working with our commercial team to ensure current client behaviours are being adequately fed into the development of ILM’s new technology platform, including liaising directly with our technical team.
Key requirements
Qualifications and Experience
· Strong project management and organisational skills.
· Experience of enterprise level customer management.
· Experience of business partnering, especially with technical and commercial teams.
· Experience of Microsoft Office, including Excel, Power Point and Word.
· The right to work in the UK.
Skills and attributes
· Strong inter-personal skills and experience of client management.
· Ability to work on multiple projects simultaneously.
· Very self-motivated with the ability to work both independently and as part of a team.
· Detail focused but with the ability to adapt to broader strategies and company goals.
· Entrepreneurial and comfortable in a growing and changing SME environment.
What we offer
· Competitive salary & performance bonuses.
· Opportunity for rapid career development.
· Opportunity for relevant training where appropriate.
· The potential to join the company EMI scheme.
· 25 days of holiday plus bank holidays.
· Opportunity to take part in music industry events, conferences and company-wide events.
More about I Like Music
Our business has been involved in music technology and innovation for over 10 years, with our founder having also set up the first company in the world to launch an online music service.
We continue to innovate in the most dynamic of markets and have a clear strategy for becoming the world’s leading music library across the B2B sector within the next 3-5 years.