Client Services Manager

Who are we?

Friend MTS are content protection pioneers. Launched in 2006, we have engineered our way to provide industry leading, award winning content protection solutions. We proudly partner with some of the world's most notable broadcasters and global content owners ranging from television and movie producers to the world's most prestigious sports leagues and events operators.

Whilst our people continue to drive us innovatively into expanding territories, we are reflecting this growth within the company. We lead with curiosity, collaboration and passion and we hope you will too.

About the Role…

Joining our incredible Client Services team, you will work closely with clients assigned to you as well as several internal stakeholders to ensure that they receive an exceptional service. This role is critical in building our relationship with our clients and maintaining the very highest standards.

As one of our Client Services Managers, you will:

• Be responsible for coordinating with clients and liaising with the Friend MTS Product, Engineering, Client Services and Operations Teams to ensure that services are delivered effectively
• Ensure that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded
• Effectively communicate with clients including senior stakeholders, both in managing ongoing operations and answering any questions or concerns
• Attend, and occasionally lead customer meetings, video and phone conference calls
• Liaise with customers directly to obtain their service requirements and ensure these are accurately configured in the Friend MTS Global Monitoring Platform
• Play a key role in the reporting data to the client, including tailoring such reporting to the needs and interests of the client
• Ensure customer requests are responded to and resolved in accordance with agreed service levels
• When necessary for the successful delivery of our services, supervise and monitor operational activities during live events
• Where require, communicate with third parties (e.g. technology vendors, social media representatives, etc.) on behalf of Friend MTS and our clients
• Identify service improvements and discuss these with Client Services and Engineering teams

Requirements

You will be set up for success as our Client Services Managers if you have:

• Experience in a client facing role within a content protection, anti-piracy or similar realm
• Excellent written and verbal communication skills, with the ability to document and communicate technical concepts to a sometimes non-technical audience
• Strong organisational skills and the ability to work to tight deadlines
• Capability to participate in, and drive, customer meetings and presentations
• Innovative thinking/problem solving mindset, with strong critical thinking and analytical skills; ability to present information in a clear, succinct, and compelling way
• Ability to learn quickly with a natural ability to absorb technical information
• Familiarity with service desk systems and the concepts of ticket management
• Capability of working with data sets to extract and analyse pertinent information. Ideally with experience of relevant structured query languages
• A flexible approach to working patterns

Nice to haves:

• Additional experience with software systems, copyright enforcement processes, knowledge of the technical broadcast industry, and an understanding of the current online content piracy landscape
• University degree in any field with demonstrated achievement; engineering or computer science disciplines preferred
• Fluency in languages other than English

Benefits

Here at Friend MTS, we are dedicated to nurturing and expanding a culture of belonging where everyone feels seen, heard, valued for who they are. By embracing the diversity of our people (and future people!) we achieve our best work, together. We ensure that at all stages of our hiring process, your education level, neurodivergence, background, race, religion, colour, sex, age, sexual orientation, national origin, or disability will not influence your chances for selection.

If you are interested in applying for a role at Friend MTS and need special assistance, please make us aware and we will support you in accommodating this.

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