Film and TV Customer Success Manager
7 hours ago
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
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