Associate Technical Account Manager - Content Operations

Spotify; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the music and podcast industry is seeking an Associate Technical Account Manager in London. This role involves supporting content operations, troubleshooting issues, and collaborating with various teams to enhance processes. Ideal candidates should have experience in the industry and be proficient in customer relationship management tools.

Qualifications

• At least 2 years in the music and/or podcast industry.
• Experience with customer relationship management tools.
• Proficient in English; Spanish or Portuguese is a plus.

Responsibilities

• Review and process complex incoming requests.
• Troubleshoot ingestion and curation related issues.
• Support team with research and information gathering.

Skills

Communication

Adaptability

Attention to Detail

Customer Relationship Management

Tools

Salesforce

Zendesk

Job description

We are looking for an Associate Technical Account Manager based in London to join our global team. Spotify Content Operations provides daily operational support for the Music, Video and Podcast journey through the Spotify supply chain. We work closely with content partners and internal stakeholders to ensure the catalog is available to Spotify users around the world.

The team collaborates cross-functionally with Product, Tech, Licensing, Commercial Partnerships, Trust & Safety, Customer/Creator Support, and other teams to develop effective and scalable solutions and initiatives. The focus of this role will be to contribute to the team’s core responsibilities. We currently have a presence in Singapore, Mumbai, Dubai, Dublin, London, Helsinki, Austin, New York, and Los Angeles that enables our Global Team coverage.

What You'll Do

• Review & process a variety of complex incoming requestsTroubleshoot ingestion and curation related issues and assess findings and solutions with a variety of internal and external stakeholders.
• Support the team with research and information gathering.
• Liaise with our content providers and internal teams.
• Work cross-functionally with a range of teams at Spotify including our Artist & Label teams, Tech, Legal, Licensing, and others.
• Contribute to improving processes, and documentation regarding the handling of incoming requests.
• Support the team executing priority initiatives.

Who You Are

• Proficient in English (Proficiency in Spanish or Portuguese is a plus but not required).
• Experience working in customer relationship management tools (e.g. Salesforce, Zendesk, etc.).
• At least 2 years of experience in the music and/or podcast industry and/or have experience working with digital service providers, or experience in operations in a large scale tech company.
• Excellent communication skills.
• Able to meet deadlines and complete tasks efficiently, and can adapt to changing priorities.
• Motivated to continuously improve work methods.
• Can contribute to delivery of internal initiatives and projects, with good attention to detail.
• Adaptable and quick to learn in a changing environment.
• Comfortable with asynchronous and global workflows.
• Comfortable with a fast paced environment.
• Comfortable managing escalations and time sensitive asks/requests.
• A plus is if you have an understanding of metadata management and industry standards, such as DDEX, RSS, etc.

Where You'll Be

• This role is based in London (UK).
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 3 times per week.