Account Manager

SoundExchange is the largest global neighboring rights organization in the world, redefining how creators in the music industry get paid. By turning data into fast, accurate revenue for artists and rights owners, we have collected and distributed more than $13 billion in digital performance royalties to date on behalf of more than 800,000 music creators. As the sole organization designated by the U.S. government to administer the Section 114 sound recording license, SoundExchange seamlessly collects and distributes digital performance royalties from platforms like Pandora, SiriusXM, iHeartRadio, and thousands more, as well as all available international performance royalties through a strong global partnership network. 

Title: Account Manager
Department: Customer Services
Job Location: Washington, DC (Hybrid: In office on Tuesdays & Wednesdays)
Reports To: Manager, Account Management 
Supervisory Role: No
FLSA Status: Non-exempt 

Position Summary:
The Account Manager, as part of the Account Management team within the Customer Services Department, is responsible for the routine processing of incoming registrations, supplemental documents, and Letters of Direction (LOD) submissions, as well as recurring administrative tasks assigned to the team. This role involves creating new accounts, maintaining and updating existing accounts, and processing LODs by establishing associations between artist and LOD recipient payee accounts, including the allocation of royalty items at the specified percentages and effective dates. The Account Manager also processes Default Allocation applications and conducts outreach as needed via phone and email to artists and LOD recipient clients. In all aspects of the role, the Account Manager is expected to provide excellent customer service and to perform duties efficiently and accurately to ensure timely service and maximized pay-through rates for clients.

Essential Functions:
• Evaluate and process new registrations by creating new accounts
• Evaluate and process new LOD submissions by creating or modifying existing accounts, applying associations between artist and LOD recipient payees, and associating royalty items at the proper percentage(s) and effective date(s);
• Evaluate and process Default Allocation applications;
• Conduct outreach regarding document completion, LOD clarification, and Default Allocation application to clients (as needed);
• Update existing accounts by processing supplemental documents/tasks
• Provide excellent customer service via email and phone
• Meet production and quality standards
• Conduct document completion or clarification outreach to clients
• Assist with Support team calls and/or inquiry overflow (as needed);
• Work on special projects (as needed)

Required Knowledge, Skills, Abilities (KSAs):
• Proficiency in Microsoft Office Suite (Excel, Outlook)
• Salesforce and/or database experience is a plus
• Excellent written and oral communication skills
• Excellent organizational skills and attention to detail
• Proven capacity to work independently, think critically, multi-task, and report progress under tight deadlines
• LOD familiarity is a plus
• Customer Service experience and/or knowledge of music genres is a plus

Required Education, Certifications/ Licenses, Related Experience:
• Post-secondary education or certification is a plus

ADA Specifications:
• This position requires the ability to remain in a stationary position all of the time
• The person in this position may need to move about the corporate office less than half the time
• This position operates office equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
• This position requires the ability to spend all of the time viewing computer monitors

Travel Requirements:
• This position has less than 25% travel requirements

PAY RANGE: $26.44/hr - $30.28/hr