Customer Experience Manager - LATAM

That thing we do

We’re the Operating System for the Music Industry – a platform that pumps up the jam of every play.

We connect all players of the industry to amplify the value of music. Driven by machine learning and copyright expertise, our system pumps neutral data and authoritative knowledge to everyone along the chain. For those who make or use music, we allow them to plug in to our O.S. to ease operations, increase earnings, and get in sync with everyone else.

What you will be doing

We are looking for a talented Customer Experience Manager to lead the operations of a wide range of clients and coordinate delivery of activities to provide high-quality service. You are expected to perform a transversal role, translating new and existing customers’ needs into technical specifications, prioritizing work streams according to clients’ needs and effectively tracking 

• Understanding clients’ needs and finding optimal solutions
• Transforming clients’ challenges/concerns into opportunities for growth
• Developing creative solutions for existing and new clients
• Discerning the technical capabilities of the tools and the team, and translate them to clients
• Improving and implementing new  policies, procedures, and best practices
• Monitoring product metrics and KPIs, analyzing trends, and suggesting improvements as necessary
• Serving as the primary point of contact for major incidents and coordinating response/resolution efforts
• Identifying opportunities for automation and process improvement to enhance service efficiency
• Prioritizing and managing multiple tasks effectively in a fast-paced environment

Requirements

All About You

• +3 years experience in project management, technical account management or client support in technical environments
• Strong leadership and team management skills
• Availability to travel min. once per quarter
• Highly organised, multitasker and with strong attention to detail
• Initiative, drive, enthusiasm and entrepreneurial attitude
• Excellent decision-making, critical thinking and problem-solving
• Passion about listening, asking, understanding and communicating
• Love for teamwork and learning
• Computer literacy
• Proficiency in Excel for data manipulation, analysis, and reporting
• Knowledge or experience in the music industry is a plus
• Knowledge of ITIL framework and best practices is a plus
• Fluency in English is required

Benefits

You Can Enjoy

• We’ll provide you with all equipment needed for you to be comfortable
• Flexible working hours and location
• Unlimited time off because we believe that you know best when you need to rest
• Flat hierarchy
• Online language classes to improve your Spanish or English
• Online and onsite courses and music industry workshops run by inhouse experts
• You can make the role your own and run your own development

Diverse perspectives drive innovation, and innovation is kind of our thing. Our open-minded and flexible culture organically fosters this diversity. We've learnt that we thrive on learning from each other, so we don't just welcome but actively hire a range of open-minded people from all walks of life. Our team is made up of people with different backgrounds, perspectives, orientations, abilities, musical tastes, dress sense and time-zones - but we all have one common goal: Making the music world a better place. With equal opportunities for everyone, BMAT is a pretty nice place to work.

Who the FAQ are BMAT

BMAT started in 2005 when a group of engineers with a passion for music decided to spin-off from an audio research lab in Barcelona. We’re now over 200 people, spread across Barcelona, Buenos Aires, Lima, Rio de Janeiro, London, Paris, Nairobi, Oslo, Tel-Aviv, Singapore, Tokyo, Manila, Bangkok and Lagos.

We’re a team of pretty decent people who enjoy working with each other. We’re open-minded and well-traveled, coming from all parts of the world. We’ve got rappers, producers, cello players, DJs, and songwriters. The passion for music, the excitement for innovative technology and Barcelona as a backdrop has proven to make a good combination.

Join us from wherever you are on our mission to help make music live forever.

We say there’s a BMAT touch. We believe it has to do with being passionate, obsessive, nice, generous, honest, self-motivated, entrepreneurial, intrepid, crazy, extraordinary, creative, agile, human, friendly, smart, witty, talented, naive, optimistic, surprising, sensual, and nerdy, but not very hipster (unfortunately). Our way of being is always sprinkled with transparency, perseverance, flexibility, open-mindedness and trustworthiness.