Service Account Manager

A few things about Soundmouse and BMI

Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV,NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%.

We've been doing this since 2001.

In June 2026, BMI, the world's leading performance rights organisation, acquired Soundmouse from Orfium. We operate independently as part of the BMI family, at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.

The Service Account Manager will act as the main relationship and coordination point for UK-based clients using Soundmouse services across audio recognition, cue sheet processing, Silvermouse forms, MusicBox, society reporting and related operational workflows. The role requires a strong understanding of client-specific service arrangements, platform behaviour, reporting obligations, SLAs and internal delivery processes.

This person will be responsible for keeping clients informed, coordinating internal teams, tracking service performance and ensuring that issues, questions and operational risks are followed through to resolution. The successful candidate will be comfortable discussing detailed music reporting and technical workflows while translating complex operational information into clear client-facing communication.

Qualifications & Experience

Essential:

• Industry Knowledge: Understanding of music industry ecosystems including end-to-end flow of cue sheets and music rights.
• Please Note: Candidates who do not explicitly list cue sheet experience on their resume will not be considered.
• Client Management: Proven experience in a client-facing role with the ability to remain calm and professional under pressure (minimum 3 years).
• Communication Mastery: Excellent written and verbal English skills, with the confidence to present to stakeholders at all levels.
• Technical Literacy: A strong understanding of technology:
• Proficiency in ITSM tools such as Jira and Salesforce or equivalent.
• Platform Acumen: Ability to quickly acquire and maintain an "under the hood" understanding of Soundmouse system platforms and data flows to effectively progress client issues and collaborate with Support, Product and Engineering teams
• Adept at navigating and translating complex technical language between clients and internal engineering/product teams.
• Operational Rigor: Strong time management skills and the ability to document complex processes for knowledge sharing.
• Risk Mitigation: Ability to understand SLA implementations and identify potential risks before they impact the client.
• Mobility: Need to travel off-site to client locations or company offices as required to strengthen partnerships.
• Experience: A minimum of 1 year of experience in client support, client success or similar required, with 3-5 years being preferred.

Other Info:

• Location: Remote - Greater London Area, UK
• Working hours: 09:30 to 18:00 GMT
• Travel: Up to 20% domestic

Important Application Details:

• Candidates with no prior experience of cue sheets will not be considered.
• In order to standout, please highlight your cue sheet experience on your CV and/or cover letter.