Onboarding Manager - Berlin

Job description

FUGA provides forward-thinking music distribution, technology, and marketing services to forward-thinking music companies. Working at the heart of the music industry with more than 800 clients, including Riot Games, Hospital Records, Epitaph, and Beggars Group, FUGA is the world’s leading full-service B2B music distributor. FUGA works at the forefront of music distribution technology, connecting its clients with digital service providers like Spotify, Apple Music, and Amazon Music while helping them get the most from their music, whether that’s with award-nominated label services, industry-leading revenue accounting, or using FUGA’s suite of best-in-class products.


FUGA is currently looking for an Onboarding Manager to support our growing global client base. You will join the team in Berlin and will be the first point of contact for record labels and distributors in that region and abroad.


WHAT YOU DO:

In addition to being a front-facing liaison with new partners and clients, your responsibilities will include investigating, solving, and escalating issues within our operations team on behalf of our clients. Main components of the day-to-day are:

  • Onboarding new clients to our distribution and royalty accounting platform

  • Training new clients in using the FUGA platform system and RASA

  • Introducing clients to all FUGA processes and points of contact

  • Setting up DSP connections and switching catalogs from previous distributors

  • Guiding clients in migrating their (back) catalog to the FUGA system and RASA system

  • Planning, coordinating and delivering required work to support our client’s business needs

  • Managing issue resolution and escalating appropriate issues to the development and global operations teams, where and when required

  • Providing email and phone support

  • Supporting our Head of Business Development GSA in providing a high level of assistance to regional clients

  • Investigating, troubleshooting and (where possible) solving technical and content-related issues

  • Creating support documentation, training guides and procedures

  • Testing software improvements and bug fixes

Requirements

You are tech-savvy, communicative and have experience in dealing directly with customers. Some of the basic qualities and capabilities that are required for this role are:

  • Previous experience in a client facing support role

  • Independent worker / thinker / planner

  • Excellent communication and analytical skills

  • Motivated to develop one’s skills

  • Analytical and investigative

  • Organised and comfortable tracking and prioritising multiple issues

  • Able to work under (time) pressure

  • Comfortable working in an agile environment

  • Fluent in German and English

EVEN BETTER:

We would be thrilled to have someone on board who is passionate about music and has a firm understanding of digital supply chain operations. So please make sure to mention if any of this describes you:

  • Have music industry experience, especially in digital operations

  • Know how FUGA or a similar music delivery platform works

  • Have an understanding of YouTube Content ID and further UGC services

  • Have a basic knowledge of royalty accounting in music

  • Understand music metadata issues

  • Knowledge of the digital music consumer landscape