Film and TV Customer Success Manager

December 21, 2024

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Wrapbook

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Wrapbook is a smart production payroll and accounting platform built by industry veterans for the entertainment industry. It provides a comprehensive suite of services, including fast onboarding, payroll management, cost tracking, production accounting, and real-time reporting, all within an intuitive interface. The platform is designed to efficiently connect producers, accountants, cast, and crew members, enabling them to manage production finances seamlessly. Wrapbook also offers expert services in union compliance, insurance, and employer-of-record payroll. The platform integrates with leading accounting and production tools, making it the versatile choice for feature films, episodic TV, commercials, and more. With significant investment from Bessemer Venture Partners, Wrapbook is focused on accelerating innovation in production finance and payroll solutions.

51 - 200 employees

☁️ SaaS

💸 Finance

💰 $100M Series B on 2021-11

📋 Description

• Lead customer onboarding to ensure customers are trained and prepared to be successful with Wrapbook. • Proactive customer engagements at key tollgates in the customer lifecycle focused on customer satisfaction, process improvements and customer retention. • Drive adoption of feature enhancements to ensure customers are receiving the full value of their Wrapbook service. • Be a champion for the customer by sharing process improvements, product enhancement requests, and overall feedback to improve the customer experience. • Demonstrated ability to partner with internal stakeholders to drive process and product improvements to improve the customer experience. • Comfortable having difficult conversations and has experience setting and managing customer expectations. • Skilled at being able to engage customers to find out more about their business with a casual, curious tone. • Ability to synthesize complex collective bargaining agreements and simple mathematical rules. • On a case by case basis manually review and calculate timecards for compliance and payroll processing according to contractual terms.

🎯 Requirements

• 3+ years of experience as a film and television paymaster with the ability to break timecards. • Customer focused mindset with a continuous focus on consultative servicing and selling. • Strong verbal and written communication skills. • The ability to strategically work through problems to identify the root cause and create action plans to resolve them. • An intense sense of ownership and urgency to resolve customer issues. • Thrive in a dynamic and collaborative environment and are comfortable working through ambiguity.

🏖️ Benefits

• Unlimited Paid Time Off • Work from anywhere in Canada and USA • Health and Dental benefits • Up to $1500 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