Manager, Solutions

2 Months ago • All levels

Job Summary

Job Description

As a Manager, Solutions at The Orchard, you will be responsible for managing and supporting a large roster of distributed clients. You will oversee key elements of the client experience, ensuring a positive first experience and addressing operational concerns. Your responsibilities will include supervising the onboarding process, serving as the primary representative for administrative teams, being the main point of contact for operational questions, and managing digital release setups. You will also need to be a problem-solver and have strong communication skills. You should be able to handle high volumes of client inquiries and resolve them in a timely manner.

Must have:

1 year of Zendesk experience preferred
Prior experience with CRMs preferred
Effective communication skills
Resourceful and a problem solver
Multi-tasker with attention to detail

Good to have:

Spanish language fluency preferred

Perks:

Inclusive, collaborative and global community
Modern office environment
Opportunities to connect with resources
Comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
Voluntary benefits
Investment in your professional growth and development
The space to accelerate progress
Time off for a winter recess

3 skills required

3 skills required for this role

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onboarding-process

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Job Details

Our company is seeking a Manager, Solutions to join our dynamic team. As the Manager, Solutions, you will be part of a team that manages and supports a large roster of distributed clients across the globe, working closely with both clients and internal teams, overseeing key elements of the client experience, and synthesizing interactions across Orchard’s internal departments. You will be responsible for supervising the comprehensive onboarding process, focusing on a positive first experience for clients in addition to ensuring a continued, positive client experience around all operational questions and concerns. This is a highly responsible role that requires proactive problem solving skills, a keen eye for detail, and a love for all types of music.

What you'll do

Office- first role, in office 4 days a week
Serve as the primary representative of Orchard’s administrative teams (including legal, finance, and operations) to Orchard clients, addressing issues, gathering feedback, and advocating for client needs within the organization
Main point of contact for questions pertaining to all operational functions across the organization, serving as a focal point of information and defining internal processes and procedures
Work closely with relationship management and rights management teams verifying release metadata compliance and changes to release statuses, including deletions and pricing adjustments.
Advise on client product logistics and operations and manage complex digital release set-ups in accordance with label and campaign specified needs.
Focus on clear, solution based responses to internal and external queries regarding client questions
Understand how to troubleshoot problems effectively and identify the right teams to interact with in order to get reliable solutions and answers
Ability to handle high volume inbound needs from labels and ensure they are being addressed in a timely manner

Who you are

1 year of Zendesk experience preferred
Prior experience with CRMs preferred, but not required
Patient and empathetic
Effective communicator on phone, email, and in person
Resourceful, problem solver, and takes initiative - an expert and motivated troubleshooter
Multi-tasker with supreme attention to detail, follow-through and effective prioritization
Spanish language fluency preferred, but not required

What We Give You

You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day
A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
Opportunities to connect with our valuable resources, such as our Counsel of Equity & Progressive Action (CEPA), a group created by our employees tasked with developing and implementing innovative solutions to advance a globally-shared goal of ensuring fair and inclusive spaces for all
An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
Investment in your professional growth and development enabling you to thrive in our vibrant community.
The space to accelerate progress, positively disrupt, and create what happens next
Time off for a winter recess

About The Orchard

The Orchard is a leading full-service music distribution company operating in 48 markets worldwide and servicing top global independent artists and labels. With cutting-edge operations and an unparalleled global team, The Orchard partners with clients to provide full scale solutions across a variety of verticals. Championed by an exceptional community of music lovers and experts, The Orchard empowers creators to grow and evolve in the dynamic, global industry.

The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.

The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.