Book Publisher Accounts & Data Specialist

Sony Music Entertainment; San Diego (CA); On-site; USD 71,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401K + employer matching

Paid leave benefits

Wellness resources

Job summary

The Orchard, a leading global music distributor, is seeking an Account Support Specialist in San Diego to manage designated Book Publisher accounts and oversee monthly digital sales file processing. You will resolve tickets, diagnose data issues, and collaborate with product teams to prioritize development cases.

Ideal candidates have 3+ years in customer service/technical project management, strong Excel skills, and experience with Zendesk and JIRA.

Qualifications

• Minimum 3 years experience in Customer Service/Technical project management for a complex software application.
• Advanced proficiency in Microsoft Excel for data analysis and reporting.
• Experience with data mapping is a plus and documenting cases for product management.

Responsibilities

• Act as the primary point of contact for designated Book Publisher accounts.
• Manage and execute monthly digital sales file processing with accuracy and deadlines.
• Lead monthly or quarterly status calls to review performance and resolve issues.
• Resolve daily customer service tickets efficiently for assigned clients.
• Diagnose technical data file errors and coordinate with development to implement solutions.
• Collaborate with Senior Account Management and Product teams to prioritize development cases.
• Provide backup coverage to maintain service continuity.
• Report to leadership on client satisfaction trends and critical issues.
• Partner with SVP and Senior Account Manager to optimize workflows.

Skills

Analytical skills

Communication

Problem solving

Tools

Zendesk

JIRA

Job description

The Orchard, a leading global music distributor, is seeking an Account Support Specialist in San Diego to manage designated Book Publisher accounts and oversee monthly digital sales file processing. You will resolve tickets, diagnose data issues, and collaborate with product teams to prioritize development cases.

Ideal candidates have 3+ years in customer service/technical project management, strong Excel skills, and experience with Zendesk and JIRA.