Client Relations Lead

Client Relations Lead is a critical member of the studio team at Sohonet, overseeing all studio customer sales and support enquiries for productions and tenants. The Lead will also serve as the point of contact between the client support help desk and the studio support team by liaising with the Head of Studio Operations to flag customer escalations and request engineering resources

Job Title: Client Relations Lead

Based: Pinewood Studios, Iver Heath

Working Pattern:  Hybrid

Reports to: Head of Studio Client Relations

Who are Sohonet?

We are a young, entrepreneurial global expert in connectivity and data management services, focusing exclusively on the media and entertainment industry. In short, we allow Storytellers (creatives) to collaborate on content wherever they are in the world. We do this by providing an extensive range of SaaS/PaaS solutions backed up by unrivalled technical support which enables them to manage and transfer valuable and critical content quickly, securely and effectively. Our media network is the largest and most established private, high-performance network for the media industry.

Why work for Sohonet?

Sohonet can provide you with a challenging and fun career where you can make a difference. As global experts in connectivity, media services and network security you will work with over 500 of the leading studios, production and post-production facilities around the world.

Sohonet also enjoys strong partnerships within the broadcast and film industry, supporting organisations such as the BFC, The Production Guild, SIGGRAPH, HPA, SMPTE, The Digital Production Partnership, AMWA, UK Screen Association, The Production Guild, StudioSysAdmins, MESA and MESA Europe, and The Visual Effects Society. Every day will bring you new opportunities to help Storytellers connect and produce fantastic content.

The Role

The Client Relations Lead is a critical member of the studio team at Sohonet, overseeing all studio customer sales and support enquiries for productions and tenants. The Lead will also serve as the point of contact between the client support help desk and the studio support team by liaising with the Head of Studio Operations to flag customer escalations and request engineering resources. Success in this role requires maintaining and developing key customer relationships, sales capability, very strong organisational skills, and the ability to quickly adapt and problem solve in a dynamic environment. There are 3 key functions of the role:

Account Management

  • Oversee multiple sales enquiries for productions and tenants across all of Sohonet’s studio sites
  • Account Managing customers at multiple studio locations, up-selling services and promoting latest products
  • Organising and facilitating demonstrations of our platform services to key customers with the Head of Studio Client Relationships
  • Provide quotes to new and current customers based upon our rate-card
  • Build an understanding of productions evolving service requirements to ensure new solutions are aligned to their needs
  • Organise and attend customer meetings and visits in order to cultivate positive working relationships
  • Attend on the lot networking events as well as all the studio’s customer-oriented initiatives
  • Obtain and record PO’s required for invoicing and assist Finance team with billing and payment queries as necessary
  • Work with The Group Legal Counsel to ensure customers are provided contracts and understand payment terms
  • Recording and monitoring customer services to ensure data is accurate

Service Delivery

  • Organise resource requests and submit them to the Head of Studio Technical Operations for approval
  • Work with the Client Support Representative team to coordinate the implementation of work at the studio sites
  • Using available tools and resources to track customer works i.e. Salesforce
  • Visiting customer locations to meet customers and scope out locations with the studio engineers. This may be to write reports, proposals or to understand customer requirements for a new service or renewal
  • Ensure the studio’s Health and Safety standards are met and that all the team’s training is up to date
  • Produce and submit RAMS for approval when applicable

Customer Service

  • Operating ticketing systems on SalesForce
  • If necessary, assist Client Support Representatives with answering and triaging incoming studio calls
  • Help Client Support Representatives apply Sohonet’s support policies and prioritisation techniques while assigning customer tickets
  • Ensure customers’ service SLAs are met

As is usual in a small company the successful candidate will also be involved across other areas of our business as required. This is an exciting position with opportunities for further development for the right candidate.

Skills & Experience

  • Knowledge and experience of working within the Media & Entertainment Industry would be an advantage but not essential
  • Managing workload and prioritising to meet tight deadlines
  • Experienced multitasker
  • Team coordination and management of tasks through to delivery
  • Experienced with the implementation of processes within an organisation
  • Experienced communicator via all forms
  • Management of own workload and time to fulfil responsibilities
  • Creating and working with proposal documents, as well as spreadsheets and formulas (not an exhaustive list)
  • Basic Networking Knowledge would be an advantage

The Candidate

  • Exceptional communication skills
  • Comfortable in an informal environment where teamwork, accessibility and pragmatism are emphasised
  • Practical, hands-on approach to problem-solving, with ‘solution based’ mindset
  • Hold themselves and others accountable for results
  • Possess the energy and the ability to energise others around them
  • A self-motivator with the ability to drive and execute change where necessary
  • Planning and organisation – able to think ahead to establish an efficient and appropriate course of action
  • Able to work on own initiative as well as part of a team
  • Able to build and maintain effective working relationships with a range of people
  • Hands-on and committed
  • Willing to work outside of normal office hours when reasonably necessary
  • Ability to multi-task efficiently is essential
  • Someone who wants to make a difference, build a career and make the role their own
  • Enthusiastic and fast learner
  • Ability to remain calm and level-headed under pressure
  • Initiative, flexibility, adaptability, common sense and problem-solving skills

Location

The Client Relations Lead position is primarily based at Pinewood Studios, Iver Heath with the option to work remotely. The Client Relations Lead will also be required to travel to the other studio sites to visit clients when necessary and attend social events and meetings outside. The Company also has operations in Los Angeles, New York, Vancouver, Atlanta, Miami and Sydney.
To date our UK based studio team manages the following sites:

  • Pinewood Iver
  • Shepperton Studios
  • Seren Stiwdios
  • Longcross Studios
  • Arborfield Studios
  • 3 Mills Studios
  • Belfast Studios
  • HBO/ The Nevers Studios
  • Trilith Studios

Recent Additions to Sohonet

In January 2020, Sohonet acquired ExchangeCom, a US-based, leading provider of IT services for film and television productions for over 20 years. From production and warehouse setups to full connectivity in the middle of the ocean ExchangeCom keep clients connected and in touch with their production and with the outside world. Their wide range of services – networking, wireless, phone systems, internet and video services as well as video and teleconferencing – will allow Sohonet the opportunity to expand its (already extensive!) deck of customer service offerings.

Why you want to work for Sohonet

Sohonet is the global expert in connectivity, media services and network security for the media and entertainment industry. We allow creatives to work on content wherever they are in the world by providing an extensive range of solutions which enable them to transfer and store valuable and critical content quickly or to collaborate securely in real-time. And all of this is backed up by our unrivalled 24/7 technical support. The Sohonet Media Network is the largest and most-established private, high-performance network for the media industry and connects over 450 of the leading studios, production and post-production facilities around the world. Sohonet enjoys strong partnerships within the broadcast and film industry, supporting organisations such as the BFC, The Production Guild, SIGGRAPH, HPA, SMPTE, The Digital Production Partnership, AMWA, UK Screen Association, The Production Guild, StudioSysAdmins, MESA and MESA Europe, and The Visual Effects Society.

Apply Online 

To apply for this position, please visit our website at https://www.sohonet.com/jobs/ and complete the easy-to-use on-line application process in this section of our website. Sohonet is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on any basis and recognise all applicable legally protected characteristics.

Diversity Statement 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

To apply for this job email your details to careers@sohonet.com.

Share