Client Services Analyst

Job Description

As an Analyst, Client Services, you will support the procedures involved with the growing administration needs of the Artist Portal. This role will liaise with Royalty Operations as well as other SME business units including Business Affairs, Audit, & IT to maximize the full potential and productivity that the Artist Portal can provide to its internal & external user base. Support functions also entail follow through on new features, training, data conversions, migrations, and implementation of system changes which impact vendor management.

What you'll do:

ARTIST PORTAL ADMINISTRATION
• Assist with the registration & maintenance of internal/external user access to SME's Artist Portal.
• Facilitate the review of user Cash-Out requests by validating documentation provided & liaising with SME's Record Labels for approvals.
• Maintain data integrity & performance of the Artist Portal by ensuring royalty info is properly interfacing between systems and response times are acceptable for a positive user experience.
• Communicate operational issues to development team & assist with user acceptance testing.

VENDOR MANAGEMENT
• Assist with validating documentation related to vendor change of payment requests.
• Ensuring all authorization documentation and information is securely stored in the vendor master.

CUSTOMER SERVICE
• Provide e-mail and telephone support to both internal & external users. Common inquiries include troubleshooting login or navigation issues, assisting with payment reconciliation, processing requests for additional statement history or access, and providing status updates on open inquiries.
• Provide first level analysis of royalty inquiries and escalate to Royalty Operations when necessary.
• Perform vendor outreach in support of SME's Electronic Payment initiative

Who you are:
• You have a minimum of (2) years of professional business experience, preferably in Music/Entertainment industries
• You have prior experience with Royalty Systems and/or Customer Service Systems is a plus
• You have Bachelor's degree with concentration in Business Administration, Economics, Finance, or Accounting
• You are MS Office proficient with working knowledge of Excel functions such as Pivot Tables & Vlookup
• Well organized, detail oriented with ability to multitask and prioritize work to meet deadlines
• Strong interpersonal communication skills, and an ability to work collaboratively with various internal Sony Music teams as well as external stakeholders
• Foreign languages a plus

What we give you:
• An opportunity to fuel the creative journey on a global stage
• A modern, diverse and innovative work environment, with offices that include collaboration areas, cafeterias, event spaces, and more
• An investment in your learning & development
• A comprehensive and attractive 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
• Winter recess (Christmas through New Year's)

Jobcode: Reference SBJ-rz3j03-18-189-22-136-42 in your application.