Client Service Manager
Cast & CrewBurbank, CA
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Full Time Job
ABOUT The TEAM Companies
The TEAM Companies (TTC) are a leading payroll, business affairs & technology provider to the advertising & entertainment industries. We offer union & non-union payroll for actors, musicians, singers, crew, editors, visual effects artists and other craftspeople working on commercials, video games, online content, concert tours and in the music recording industry. TTC also provides technology products including a best-in-class online timecard and employee on-boarding system designed for the content production community. This is a great opportunity to join an industry segment leader & contribute directly to its impact in the advertising & entertainment communities it serves.
This position is remote.
TTC's Client Services Department provides support to clients who require training and on-going user assistance with TTC-Online, TEAM's client-facing platform for on-boarding, timecards, talent & licensed element management, as well as TTC V-Pay, our vendor payment system. TTC Client Services Department develops and facilitates training and education initiatives for staff and clients, improves internal and external workflows and processes that directly impact the TTC experience and partners with Corporate Communications on creating relevant and timely client-facing communications. We are looking for a personable and proactive person who will help ensure the adoption and implementation of The TEAM Companies' technology platforms from the point of onboarding throughout the client's partnership with TTC. This person must be a stand-out relationship-builder who can maintain an upbeat attitude. The Client Service Manager (CSM) is a key member of our team. The CSM reports to the VP Client Services and is responsible for the successful implementation of TTC's suite of tools and for providing feedback and input to the VP, Director of Product Strategy relative to the TTC technology roadmap and execution plans. The ideal candidate can resolve internal and external process or procedure issues and provide training and best practices to TTC's clients. Ability to effectively project manage and monitor client initiatives; and successfully manage client relationships. Providing outstanding customer service is a must.
Overall accountability for your customers' success, which include: increasing engagement, platform demonstrations, client education, satisfaction, and retention
Establishing a trusted strategic advisor relationship with each client and driving continued value of our products and services
Working in tandem with clients in talent, production, and print payroll to ensure increased performance and satisfaction
Providing data analysis reports to our internal teams and clients to deliver proof of value
Identifying upselling opportunities and assisting business development in account growth
Advocating for our customer needs and sharing feedback across departments
Proactively manage account escalations with the appropriate internal stakeholders
Ability to effectively communicate in a team-oriented environment, function as liaison between multiple departments
Support Product team with user feedback and insights related to new releases of our tools and products
Participate in UAT (User acceptance testing) for new releases/updates of our tools and/or bug fixes
KNOWLEDGE, SKILLS & ABILITIES:
3-6 years of experience in Media/Entertainment/Content payroll a plus
3-6 years of experience in customer service a plus
Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
An analytical?and?creative mind to solve complex business problems
Ability to multi-task
Excellent relationship-building skills with internal teams and external partners
Excellent prioritization and project management skills
Self-motivated but also a team player
Eagerness to continually learn, adapt, and improve
CREDENTIALS, EXPERIENCE & EDUCATION
Minimum Education requirement: Associate Degree
Minimum two years of college preferred, or equivalent work experience preferred.
Knowledge of JDE Payroll, AS400, a plus.
Special Work Conditions
Sedentary - involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.
Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Life/AD&D; LTD, additional voluntary benefits such as STD, Vision, paid vacation, holidays, and sick pay; 401(k) and employer match, Additional Life Insurance, and other company perks and benefits!
Please note: Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted.
CA residents: Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found on our website.
Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.?