Beatport – Customer Success Manager (UK)

About Beatport

For over 15 years, Beatport has been the global leader in DJ and Club Culture, pushing the boundaries of dance music to all corners of the world. Created by DJs for DJs, Beatport has always been dedicated to innovating new products and services to support evolving generations of music performers and producers.

Working at Beatport, you’ll have the unique opportunity to work for an industry-defining brand in a professionally structured start-up environment where employees work within highly collaborative teams across the globe on products and services that change how DJs and fans experience music.

The Beatport Group includes some of the best-known brands in DJ culture, including Beatport, Beatsource, Loopmasters, Plugin Boutique, Loopcloud, Beatport Streaming, Ampsuite, LabelRadar, & The International Music Summit (IMS); we are consistently looking for bright, creative professionals with diverse perspectives and backgrounds. So whether your dream job is currently listed below or not, please introduce yourself if you believe you’d be a great addition to our team, who are as excited as we are to continue revolutionizing the ecosystem that empowers DJs and creators to be successful at their craft.

Where you come in

Beatport’s Music Services department (encompassing ampsuite, LabelRadar and Hype), a leading provider of music distribution, promotion and label management software and services, is seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager at our new offices in Farringdon, London (Flexible Hybrid 3 days in Office, 2 days remote).

Our tools and services strive to empower content owners to manage, distribute and promote their music assets and rights efficiently and effectively. You will be responsible for bringing that ethos to life, by building and maintaining strong relationships with our customers, and by ensuring their success and satisfaction with our products and services. You will serve as a trusted advisor, helping customers maximise the value they receive from our software and fostering long-term relationships.

Within this exciting new role, you will have the opportunity to contribute to and represent the company as the first point of contact with customers, and within the industry. In addition, you will be able to represent our users to the wider team, contribute to the development of our customer relationship management and onboarding processes, and become an integral part of a user-focused, forward-thinking and growing team within Beatport.

Key Responsibilities

1. Onboarding and Adoption:

  • Working alongside the Business Development and Label Management teams you’ll guide prospective and new customers through the demo, sign-up, and onboarding processes, assessing product-customer fit as per their individual needs, and ensuring a smooth implementation and activation of our products and features.
  • Provide training resources to customers, helping them become proficient users of the software.
  • Working closely with internal teams to ensure a smooth and timely client set-up experience.
  • Work with the Strategy & Product teams to monitor customer adoption rates and usage patterns, identifying and addressing any barriers to successful product adoption

2. Customer Relationship Management:

  • Build and nurture strong relationships with customers, becoming their trusted point of contact and advocate within ampsuite.
  • Proactively engage with customers to understand their goals, challenges, and requirements, and align our solutions to meet their needs effectively.
  • Conduct regular check-ins with customers to assess their satisfaction levels, address concerns, and identify opportunities for growth and improvement

3. Customer Success Planning

  • Collaborate with customers and Marketing team members to develop success plans, setting clear objectives and milestones to measure progress towards their goals.
  • Provide strategic guidance and best practices to customers, helping them leverage our software to optimise their processes and maximise their music’s potential.
  • Continuously monitor customer success metrics, such as revenue growth, content performance, and customer satisfaction, and take proactive steps to ensure desired outcomes are achieved.

4. Customer Support and Issue Resolution

  • Connect customers with relevant support team members to help ensure timely and effective support resolution.
  • Collaborate with the Strategy & Product teams to communicate customer feedback and feature requests.

5. Customer Expansion and Renewals

  • Identify opportunities for upselling and cross-selling our tools and services based on customer needs, usage patterns, and new feature releases.
  • Monitor contract renewals and feature usage to support proactive contract renewals and expansion efforts, reducing churn.
  • When needed, guide departing customers through the offboarding process.

As Customer Success Manager (Music Services) you will require
  • Bachelor’s degree in a relevant field or equivalent practical experience.
  • Proven experience in customer success or account management roles, or similar, preferably in a software-as-a-service or technology environment.
  • Strong understanding of the music industry, particularly in music distribution and label management.
  • Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
  • Demonstrated ability to understand customer requirements and align them with software solutions effectively.
  • Strong and innovative problem-solving and analytical skills to identify and address customer challenges, with a data-driven mindset.
  • Self-motivated and results-oriented, with the ability to work independently and as part of a team.
  • Excellent organisational and time-management skills, with the ability to manage multiple customers and priorities at the same time.
  • Familiarity with customer support tools and platforms.
  • Experience with CRM systems and customer success tools is a plus.

If you are passionate about the music industry, enjoy building relationships, and have a genuine desire to drive label and artist success, we would love to hear from you.

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