Customer Success Manager-Film & TV

Responsibilities

• The CSM will lead customer onboarding and serve as the strategic account manager for a dedicated book of business in Film & Television production.
• The CSM will provide consultative servicing through proactive customer engagements.
• The goal of the CSM is to not only retain the customer, but to always look for opportunities to expand the relationship and the customer’s use of Wrapbook.
• Lead customer onboarding to ensure customers are trained and prepared to be successful with Wrapbook.
• Become an expert in our platform’s services and functionality.
• Ensure you are up to speed on all new product features and drive adoption of new features to ensure customers are receiving the full value of their Wrapbook service.
• Cultivate and maintain relationships with our customers to ensure their success and satisfaction with our platform and services while identifying and developing growth opportunities.
• Proactively engage customers to understand their strategic objectives and how Wrapbook can help support their goals.
• The ideal candidate will have an overall curiosity of the customer’s business and develop a regular rapport through proactive customer engagements at key tollgates in the customer life cycle.
• Cross Sell additional Wrapbook services when appropriate to strengthen the customer relationship and provide efficiencies.
• Work cross-functionally with key departments including Product, Operations, Support, Finance, Sales and more to effectively resolve customer issues.
• Be a champion for the customer by sharing process improvements, product enhancement requests, and overall feedback to improve the customer experience.
• Create deep relationships at all levels of the customer organization.
• Proactively keeps Senior Leadership and cross-functional teams informed on the health of the customer and engage the right parties at the right times as necessary to improve customer satisfaction and prevent churn.
• Keep networking within the industry to stay on top of industry news, trends and competitive moves.
• Tackles strategic projects outside of managing their book of business to benefit the team.

Qualifications

• A customer focused mindset with a focus on consultative servicing.
• Strong verbal and written communication skills.
• The ability to strategically think through problems to identify the root cause and create action plans to resolve them.
• 3+yrs experience as a Film / TV Production PayMaster.
• Significant experience with Production Accounting for Film / TV projects.
• The ability to calculate, audit and input above and below the line payroll in accordance with client, employee, union, state and federal requirements.
• Experience working with Production Accounting Software.
• Previous experience at a SaaS company or tech start-up.

Benefits

• Unlimited Paid Time Off.
• Work from anywhere in Canada and USA.
• Health and Dental benefits.
• Up to $1,500 towards IT set up for your home.
• Up to 2% matching RRSP / 401K.
• Learning and Development opportunities.
• Up to $50 USD / $66.50 CAD towards Internet / Cell phone service.
• Base Salary Range : $92,000 - $144,000 (This is not inclusive of any bonus, commission, benefits or equity that might exist in your total compensation package.)

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