EntertainmentCareers.Net
Customer Success Manager
Cast & Crew
Burbank, CA
Uh oh, this posting was removed on 12/12/2022 2:06:00 PM PST
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Marketing Category
Search for Customer Success Manager jobs in Burbank-CA
At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades.
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. With a global workforce across a host of storied brands, our cloud-based technology and industry expertise span all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.
Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies - we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew
POSITION OVERVIEW:
At Cast & Crew, Customer Success Managers (CSM) put our customers first! CSMs are tasked with ensuring customers achieve their goals through the use of our digital products. They guide customers through the product sales, solution design, on-boarding and support lifecycle. CSMs maintain grace under pressure and know how to leverage their relationship management skills and product knowledge to drive digital product adoption and engagement. This critical function is responsible for launching new productions by engaging executive teams in the launch, driving ongoing adoption, and managing retention. CSM works with the rest of the C&C organization as an advocate and voice of the customer.
The CSM will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They'll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.
RESPONSIBILITIES:
To effectively carry out this role, successful candidates must build strong trust-based relationships within complex customer organizations. Entertainment industry knowledge and experience is a plus for this position.
Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
Enable successful roll-out of Products to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
Ask the right questions to bridge the gap between customer expectations and actual customer experiences.
Multi-task across multiple work streams and projects to ensure customers' needs and issues are resolved.
Build relationships internally to advocate for customers and ensure the resources they need to be successful throughout their Cast & Crew experience are engaged.
Be the ''Voice of the Customer'' and advocate for customers with internal departments to ensure customer-focused decisions are made.
Track, report and communicate product adoption, customer health and engagement metrics for assigned customers.
Other duties as assigned.
QUALIFICATIONS:
Bachelor's degree required; equivalent experience, coursework, or certifications in lieu of a degree will be considered.
At least 5 years of experience in a dynamic customer-focused role, ideally within the Entertainment industry.
Proven relationship building skills within complex organizations.
Outstanding organizational and project management skills.
Ability to empathize with customers and prioritize their needs vs. wants.
Adept at learning new technologies and products quickly.
Demonstrate ownership to resolve challenging customer issues.
Travel to client locations for meetings and presentations.
Media/entertainment industry experience (on-set or at a studio) in the areas of production HR, finance, creative and/or marketing and/or B2B SaaS/software experience is a strong 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.
BENEFITS:
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, health and wellness programs, employee discounts, and other perks!
Note: Cast & Crew benefits are subject to eligibility requirements.
Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted. Candidates must be currently authorized to work in the U.S.
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 at 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.
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Marketing Category
Search for Customer Success Manager jobs in Burbank-CA
At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades.
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. With a global workforce across a host of storied brands, our cloud-based technology and industry expertise span all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.
Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies - we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew
POSITION OVERVIEW:
At Cast & Crew, Customer Success Managers (CSM) put our customers first! CSMs are tasked with ensuring customers achieve their goals through the use of our digital products. They guide customers through the product sales, solution design, on-boarding and support lifecycle. CSMs maintain grace under pressure and know how to leverage their relationship management skills and product knowledge to drive digital product adoption and engagement. This critical function is responsible for launching new productions by engaging executive teams in the launch, driving ongoing adoption, and managing retention. CSM works with the rest of the C&C organization as an advocate and voice of the customer.
The CSM will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They'll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.
RESPONSIBILITIES:
To effectively carry out this role, successful candidates must build strong trust-based relationships within complex customer organizations. Entertainment industry knowledge and experience is a plus for this position.
Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
Enable successful roll-out of Products to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
Ask the right questions to bridge the gap between customer expectations and actual customer experiences.
Multi-task across multiple work streams and projects to ensure customers' needs and issues are resolved.
Build relationships internally to advocate for customers and ensure the resources they need to be successful throughout their Cast & Crew experience are engaged.
Be the ''Voice of the Customer'' and advocate for customers with internal departments to ensure customer-focused decisions are made.
Track, report and communicate product adoption, customer health and engagement metrics for assigned customers.
Other duties as assigned.
QUALIFICATIONS:
Bachelor's degree required; equivalent experience, coursework, or certifications in lieu of a degree will be considered.
At least 5 years of experience in a dynamic customer-focused role, ideally within the Entertainment industry.
Proven relationship building skills within complex organizations.
Outstanding organizational and project management skills.
Ability to empathize with customers and prioritize their needs vs. wants.
Adept at learning new technologies and products quickly.
Demonstrate ownership to resolve challenging customer issues.
Travel to client locations for meetings and presentations.
Media/entertainment industry experience (on-set or at a studio) in the areas of production HR, finance, creative and/or marketing and/or B2B SaaS/software experience is a strong 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.
BENEFITS:
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, health and wellness programs, employee discounts, and other perks!
Note: Cast & Crew benefits are subject to eligibility requirements.
Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted. Candidates must be currently authorized to work in the U.S.
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 at 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.
Per your acceptance of our Terms of Use, if you aggregate, display, copy, duplicate, reproduce, or otherwise exploit for any purpose any Content (except for your own Content) in violation of these Terms without EntertainmentCareers.Net's express written permission, you agree to pay EntertainmentCareers.Net three thousand dollars ($3,000) for each day on which you engage in such conduct.#11/2/2022 4:55:07 PM