Account Support Specialist, Royalty Share - The Orchard

Sony Music
San Diego
Workplace: OnsiteFull timeUSD 71,000 - 75,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Analytical skills","Communication","Problem-solving","Documentation","Customer focus"]

Serve as the primary point of contact for designated Book Publisher accounts, managing digital sales file processing and resolving customer service tickets. Diagnose and troubleshoot technical data file errors, then coordinate with development teams to implement fixes. Lead monthly or quarterly status calls to review performance, manage outstanding issues, and report client satisfaction trends while collaborating with Senior Account Management and Product to prioritize development cases and improve workflows.

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Sony Music
Sony Music
1 month ago

Account Support Specialist, Royalty Share - The Orchard

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the primary point of contact for designated Book Publisher accounts, managing digital sales file processing and resolving customer service tickets. Diagnose and troubleshoot technical data file errors, then coordinate with development teams to implement fixes. Lead monthly or quarterly status calls to review performance, manage outstanding issues, and report client satisfaction trends while collaborating with Senior Account Management and Product to prioritize development cases and improve workflows.
Location: San Diego
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of contact for designated Book Publisher accounts.
  • •Manage and execute monthly digital sales file processing with accuracy and adherence to client deadlines.
  • •Resolve daily customer service tickets efficiently for assigned clients.
  • •Diagnose technical errors in data files and coordinate with development teams to implement solutions.
  • •Lead monthly or quarterly status calls and report client satisfaction trends and critical issues to leadership.

Pay and Benefits

Salary: USD 71,000 - 75,000 annually
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid Leave

Key Requirements

  • •Minimum 3 years of customer service or technical project management experience supporting a complex software application.
  • •Strong analytical skills to review complex data files, identify errors, and document cases for product management (data mapping experience is a plus).
  • •Advanced proficiency in Microsoft Excel for data analysis and reporting.
  • •Hands-on experience with Zendesk and JIRA.
  • •Strong communication and problem-solving skills with the ability to bridge customers and product development teams.
Experience:3+ yearsCustomer serviceTechnical project managementSoftware applications
Skills:Analytical skillsCommunicationProblem-solvingDocumentationCustomer focus
Languages:English
Tech Stack:Microsoft ExcelZendeskJIRA

Company Brief

Sony Music
Global recorded music company and artist services organization managing recording, publishing partnerships, and distribution for major and independent artists across diverse genres worldwide.
Industry: Music Industry
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: New York, United States
Founded: 1929
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