Client Services Lead, Content Mastering & Operations

Company: Sony Pictures
Location: Culver City
Posted on: June 12, 2021

Job Description:

Client Services Lead, Content Mastering & Operations

The Content Mastering and Delivery Group (CMDG) Client Services Lead will service assigned client accounts, workflows and the digital/physical sales for assigned markets, which include Free/Basic/Pay as well as VOD and other digital clients. Advise sales personnel, media clients, and internal and external vendors on contractual fulfillment of materials to the allocated markets. Coordinate the manufacturing, distribution and administrative aspects of the servicing process. Work with management to formulate distribution procedures, implement the processes and file timely reports on progress. Responsible for reviewing, tracking and coordinating the manufacturing and delivery of materials to be ingested into the Distribution Backbone and other digital inventories, including but not limited to Picture, Audio, Closed Captioned/Subtitle, Metadata, Trailer and Artwork content.

The Client Services Lead will be responsible for:

1. Client Communication and Servicing Activity

Conduct communication with International licensors / clients and SPT Sales staff as needed. Activity should focus on building awareness with clients on delivery of digital assets and understanding the challenges our clients face when conducting their business. Review and analyze client contracts (start orders, term sheets, deal memos, tasks) in order to fulfill obligations regarding materials (files, trailers, scripts, music cue sheets, metadata and master materials) for all SPE and Acquired programming; authorize and ensure delivery of materials. Advise sales personnel, licensors / clients / distributors / vendors and internal SPE employees of any issues related to the fulfillment of contracts. Maintain all servicing activity on designated SPE tracking system for allocated territories in order to track status of clients' delivery. Analyze quality management metrics for assigned markets (on time delivery vs. missed deadlines, amount of product manufactured by primary vendors vs. vendor rejection rate, specific rejection issues etc.) and advise management on recommendations for improvement. Support other Client Services Leads with coverage and servicing of their clients as needed.

2. Materials Research, Preparation and Technical Activity

If requested by LOB, conduct library research, advise client of materials available and supply manufacturing costs to create requested materials. Coordinate the delivery of video, audio and CC/subtitle elements to be ingested into the Distribution Backbone and other digital inventories by researching availability using internal databases, following up with source delivery departments for missing elements, working with vendors to meet due dates and providing status updates to clients. Problem solve for when material delivery issues arise (rejections, manufacturing delays, shipping mistakes) and provide corrective action as needed (review processes, contact vendors for explanations), Resolve technical issues and constantly review new technology opportunities and incorporate into existing processes to ensure preparation, servicing & archive of materials is performed in the most efficient & cost effective manner. Continually enhance & improve skills through on-going process and systems training. Attend necessary technical and process informational sessions.

3. Vendor and Internal Communication Activity

Prioritize work orders and negotiate delivery dates with external/internal vendors, enforce performance standards where appropriate and manage vendor performance. Responsible for timely data entry, integrity and accuracy to HUB, Distribution Backbone, GOLD and other business systems as assigned. Conduct communication as required with CMDG internal manufacturing departments and vendors to ensure delivery of materials, assist in solving material issues and provide guidance on client delivery requirements (materials and timelines). Work in conjunction with CMDG Client Operations Departments on the creation/retrieval of foreign language digital assets as appropriate.

4. Client Operations Special Initiatives

Support and as required, participate in internal and external matrix teams who are involved in special initiatives and projects, which can include; Client Operations Information Sessions, Management Presentations, team building exercises, cross training, staff development, etc.

Job Qualifications:

• B.A. in a media, communications, or business related major (or equivalent experience) preferred
• At least 3 years' experience working for a technology or media company in a similar capacity.
• Must possess advanced computer skills and be highly proficient in Microsoft Office suite (Word, Excel, PowerPoint, Sharepoint, Teams & Outlook)
• Detail oriented, excellent written and verbal communication skills, and ability to interface and demonstrate sensitivity effectively at all levels of an organization
• Ability to multi-task, meeting all deadlines, in a fast-paced, dynamic environment
• High level of project management and able to prioritize and complete all tasks on time
• Strong team player with enthusiasm and drive who can grasp new concepts quickly
• Demonstrated ability with time management skills with ability to handle multiple priorities
• Proven self-starter and independent problem-solving ability with sense to understand implications of work and probe more deeply when presented with inconsistent or interesting findings
• Familiarity of International markets or a foreign language helpful, but not required
• An interest in the technical side of the film-making process
• Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

USA - The Culver Studios Office Bldg- CA08

Keywords: Sony Pictures, Los Angeles , Client Services Lead, Content Mastering & Operations, Other , Culver City, California