Associate, Customer Success

Kobalt Music•Nashville, TN

About The Position

As a Customer Success Associate, you will be the primary point of contact for members, managing inquiries and supporting a seamless experience. You will respond to member questions through Zendesk and work cross-functionally to enhance services. The role calls for a proactive, adaptable team player with strong communication skills and a customer-first mindset who can thrive in a dynamic environment. You will support Kosign’s team with scheduled administrative work and respond to client queries. You will help prepare information for successful client onboarding, assist with catalog ingestion and data cleanup, and maintain client account information to support catalog registration, royalty collection, and ongoing administration throughout publishing and administration agreements. Working with Operations, you will help ensure accurate production and distribution of client royalty statements and develop a thorough understanding of the company’s services, systems, and operations. You will also coordinate and delegate Core team duties, including pre- and post-statement tasks, and develop and track process improvements. Other duties may be assigned. Success in the role includes learning contract administration workflows and systems, independently onboarding standard agreements and copyrights, progressing to managing more complex agreements and amendments, and contributing to process improvements and team development. The posting describes collaboration with Business Affairs, Operations, and junior team members, as well as attention to detail, accountability, and knowledge sharing.

Requirements

Strong organizational and prioritization skills, with the ability to remain calm under pressure and complete tasks efficiently.
Collaborative and adaptable approach, with confidence in a fast-paced, evolving environment.
High integrity and trustworthiness, including the ability to handle confidential information sensitively.
Strong communication skills and a customer-first mindset.

Nice To Haves

1–3 years of relevant experience or experience in a similar role.
Previous experience in music administration and/or music publishing.

Responsibilities

Respond to member and client inquiries through Zendesk and provide a seamless customer experience.
Support the team with scheduled administrative tasks.
Ensure relevant information is available for successful client onboarding.
Assist with ongoing catalog ingestion and data cleanup.
Maintain and optimize client account information to support catalog registration, royalty collection, and ongoing administration of publishing and administration agreements.
Work with Operations to support the accurate production and distribution of client royalty statements.
Develop and maintain knowledge of the company’s services, internal systems, and operations.
Coordinate and delegate Core team duties, including pre-statement and post-statement tasks, to ensure timely and accurate completion.
Design and develop processes to improve the efficiency and effectiveness of team operations.
Track new processes and analyze key metrics to assess their impact on productivity and task completion.
Take ownership of work through resolution, escalating thoughtfully when needed.
Collaborate and share knowledge with Business Affairs, Operations, and junior team members.
Perform additional duties as assigned.