Broadcast Music, Inc.
Soundmouse Service Account Manager - UK
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Role Overview
The Service Account Manager will act as the main relationship and coordination point for UK-based clients using Soundmouse services across audio recognition, cue sheet processing, Silvermouse forms, MusicBox, society reporting and related operational workflows. The role requires a strong understanding of client-specific service arrangements, platform behaviour, reporting obligations, SLAs and internal delivery processes.
This person will be responsible for keeping clients informed, coordinating internal teams, tracking service performance and ensuring that issues, questions and operational risks are followed through to resolution. The successful candidate will be comfortable discussing detailed music reporting and technical workflows while translating complex operational information into clear client-facing communication.
Key Responsibilities
- Act as the primary service contact for assigned UK clients, including broadcasters, sports clients, media groups and collecting society reporting stakeholders.
- Build and maintain a clear understanding of each client’s service model, including platforms used, channels covered, delivery methods, reporting schedules, workflow variations and escalation routes.
- Coordinate day-to-day service activity across operations, support and technical teams.
- Monitor service performance against agreed timelines, SLAs, KPIs and client expectations, escalating risks or blockers early.
- Manage client communication by email and video call, including service updates, issue explanations, follow-up notes, action tracking and meeting preparation. The candidate will be expected to visit the clients on a regular basis.
- Support incident, query and escalation management by gathering the right information, clarifying ownership and ensuring actions are completed.
- Maintain accurate account notes, workflow documentation, client-specific requirements, decision records and service review inputs.
- Identify recurring operational pain points, workflow gaps or client questions and help improve documentation, processes and client guidance.
- Host monthly or quarterly service reviews covering relevant updates, KPI information, issue summaries and follow-up actions.
Required Knowledge and Experience
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- A minimum of 1 year of experience in client support, client success or similar required, with 3-5 years being preferred.
- Strong understanding of cue sheet lifecycles from delivery to society reporting.
- Familiarity with UK and international society reporting requirements.
- Ability to understand client-specific workflows.
- General knowledge of delivery methods such as SFTP, FTP, S3 buckets, XML imports and exports, API-based feeds and scheduled reporting.
- Experience working with internal support, operations, product, engineering and reporting teams to resolve client issues.
- Ability to translate technical or operational detail into clear, professional client communication.
Systems and Tools
The Service Account Manager should be confident learning and working across the core tools used to support Soundmouse services, including Soundmouse, Silvermouse and MusicBox.
Key Skills
- Excellent client relationship management and expectation-setting skills.
- Clear written and verbal communication, especially when explaining complex service behaviour.
- Strong organisation and attention to detail across multiple clients, workflows and deadlines.
- Confident ownership of follow-ups, actions, escalations and service risks.
- Practical problem-solving mindset and ability to coordinate the internal stakeholders.
- Ability to work independently with good judgement when prioritising client issues, SLA risks and operational dependencies.
- Comfortable working with technical concepts without direct engagement. Basic SQL knowledge is a plus.
Internal Stakeholder Engagement
This role will work closely with cue sheet processing, client support, reporting, product, engineering, infrastructure and commercial teams. The Service Account Manager must know when to involve each team, how to summarise the client issue clearly and how to bring useful, accurate updates back to the client.
Client Communication Expectations
- Respond to client questions in a timely, professional and accurate manner.
- Explain service status, workflow steps, blockers, required client actions and expected timelines clearly.
- Lead or participate in client calls to review service performance, discuss issues and agree actions.
- Prepare concise follow-up notes after meetings, including actions, owners and deadlines.
- Escalate sensitive, high-impact or SLA-related issues promptly and keep stakeholders informed until resolution.
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Success Measures
- Clients understand their services, know what to expect and receive clear communication.
- Client-specific requirements, workflow differences and reporting obligations are documented and kept up to date.
- Service risks, SLA concerns, failed imports, pending AR issues and reporting blockers are identified and escalated early.
- Internal teams receive the context they need to resolve issues efficiently.
- Client questions, queries and escalations are tracked through to completion.
- Reporting, reconciliation and service review updates are accurate and delivered on time.
Why Join Us?
BMI is the nation’s largest performing rights organization, representing more than 1.4 million songwriters, composers and music publishers, and a repertoire of over 25 million musical works.
BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER:
All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor.
Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI® is a global leader in music rights management, serving as an advocate for the value of music. BMI represents the public performance rights in over 25 million musical works created and owned by more than 1.4 million songwriters, composers, and music publishers. The Company negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are performed in public. In 1939, BMI created a groundbreaking open-door policy becoming the only performing rights organization to welcome and represent the creators of blues, jazz, country, and American roots music. Today, the musical compositions in BMI’s repertoire, from chart toppers to perennial favorites, span all genres of music and are consistently among the most-performed hits of the year.
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