Service Account Manager

We’re looking for a Service Account Manager to join our dynamic Service Operations team in Sofia. This is a fantastic opportunity for someone who thrives on building strong client relationships, enjoys problem-solving, and wants to be at the heart of a fast-paced, tech-driven environment in the entertainment industry.

As a key point of contact for some of the world’s leading music and media companies, you’ll ensure we deliver the highest levels of service while working closely with our global teams across support, reporting, and delivery. You’ll have real impact, helping streamline operations and improve client satisfaction in a company that’s transforming how music rights and data are managed.

If you’re looking for a role where your voice is heard, your ideas matter, and your work supports major industry players behind the scenes, this could be the perfect next step in your career.

Responsibilities

• Serve as the primary liaison for assigned client accounts, building strong and lasting relationships.
• Ensure high levels of client satisfaction through consistent service quality and adherence to SLAs.
• Act as a secondary escalation point after the Helpdesk for service-affecting issues.
• Coordinate service delivery meetings and regular updates with clients.
• Work with support teams to identify and prioritise client-related tickets.
• Ensure client-specific reports are created, maintained, and delivered.
• Manage service review schedules and prepare supporting documentation and presentations.
• Collaborate with internal teams in Sofia and Sri Lanka to meet client reporting requirements.
• Review weekly KPIs and escalate issues appropriately.
• Maintain up-to-date workflows for key clients to support BAU operations
• Provide backup support to the Senior Account Manager / Head of Service Account Management, EMEA.
• Keep Salesforce-based client reports and service health updates accurate and current.
  

Qualifications

• Excellent written and verbal English skills.
• Proven experience in a client-facing role with the ability to remain calm and professional under pressure.
• Strong interpersonal and communication skills at all levels.
• Confident presenter with excellent time management.
• Familiarity with ITSM tools such as Jira and Salesforce.
• Solid understanding of SLAs and risk mitigation in support environments.
• Ability to propose and implement process improvements.
• Comfortable acquiring technical knowledge and sharing it across teams.
• Skilled in documenting processes and creating support materials.
• Team player with a proactive, solution-oriented mindset.
• General understanding of technology.

About Us 

We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing. Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you!

🚀 You'll get to work into one of the up-and-coming tech companies in the Music Industry.

🏠 Hybrid work model

💰 Competitive salary & Stock Options plan.

🏥 Private Health & Life Insurance.

🌴 Extra Days Off.

💻 Latest tech equipment.

ORFIUM is proud to be an equal opportunity workplace. We are committed to equal employment opportunities without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other local legally protected characteristic.