Customer Success Associate

About Screenrights

Screenrights provides rights and royalty management services to the screen industry. We facilitate access to screen content through simple licensing solutions and provide royalty payments to members.

Our Vision

An evolving Screenrights growing value for members and licensees.

Our Purpose

Supporting a vibrant and sustainable screen industry.

Our Values

In all aspects of its operations, Screenrights is committed to upholding its core values:

Role Summary

The Customer Success Associate is responsible for providing comprehensive support to Screenrights’ members, prospective members and customers. Key responsibilities include onboarding new members and customers, managing relationships, assisting members to resolve competing claims (disputes over royalties), providing technical support for users of our apps, and ensuring effective communication and service delivery.

As part of a lean team with diverse responsibilities, this role requires a proactive and self-driven individual with strong communication, analytical, and problem-solving skills, capable of managing multiple tasks and collaborating with internal teams. The role uses bespoke databases, a CRM and other web-based collaboration and knowledge management tools, so digital literacy and a willingness to learn and adopt new solutions are critical.

Key Accountabilities

• On-board and support new members via chat, email and phone.
• Develop and maintain strong relationships with members.
• Provide technical support to users of our apps.
• Manage incoming calls and emails and handle appropriate follow-up.
• Manage timeframes for Screenrights’ Express Resolution Process (ERP) and Assisted Resolution Procedures (ARP) and ensure compliance under the Competing Claim Resolution Procedures (CCRP).
• Ensure that members are notified of competing claims.
• Review and assess competing claims under ERP.
• Manage member requests for assistance under the ARP.
• Conduct database research of film and television programs.
• Address, resolve, and record member issues.
• Communicate Screenrights’ policies in Plain English.

Required Knowledge, Skills & Experience

• Experience – Minimum two years’ working experience in a similar role, ideally using a CRM (like HubSpot or Salesforce).

• Client and service focus – listens to, understands and acknowledges member, peer and stakeholder needs.
• Digital Literacy – strong literacy with computer programs, databases and web-based solutions, including CRMs; confidence with learning new programs, processes and systems.
• Clear communication skills – good verbal and written communication skills; sound relationship-building skills; open listening skills.
• Organisational skills – ability to prioritise a diverse workload and manage own time.
• Analytical and research skills – attention to detail with ability to quickly discern relevant facts and trends from complex information.
• Solution focus – proactively identifies opportunities and challenges; makes timely decisions and takes action.
• Collaborative approach – works collaboratively with clients and team members; willing to take direction and feedback.
• General copyright knowledge – A general understanding of copyright principles.

Screenrights’ Success Behaviours

• Be a leader: Has a passion for their work, is independent, aligns with goals, seeks to understand others, and demonstrates empathy.
• Make things better: Seeks input, looks for improvement, is open to change, and contributes ideas.
• Work with others: Actively listens, interprets information, works cooperatively, and offers assistance.
• Share what you know: Constructs clear communication, provides accurate information, participates in meetings, and selects appropriate communication channels.
• Own the outcome: Identifies members, understands products and services, is informed of the market, and asks questions.
• Do what you say: Plans work, manages priorities, takes ownership, communicates effectively, and works proactively.