Entertainment PartnersBurbank, CA
Full Time Job
At Entertainment Partners we help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world while fostering a work environment with the nimbleness of a start-up but the stability of a blue chip. We are poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.
Are you looking for the next opportunity to revolutionize an industry? If so....
We are looking for an Temporary Account Management Specialist who will provide superior internal and external client service by taking personal ownership and accountability for navigating clients through their EP product experience, as a trusted advisor and collaborator. The Associate Account Manager provides professional and consultative set-up and onboarding to new clients onto EP products. Working independently with general supervision from the team and manager, they work to consistently exceed expectations and continuously strive for excellence. The Associate Account Management is responsible for anticipating client business requirements, resolving issues and following through to provide the highest level of service, making our clients as successful as they can be.
Coordinate and set up all clients onto EP Products within established delivery times
Ensure accurate and timely entry and updating of client information into, but not limited to internal programs (MARCS, Salesforce, EP accounting systems, Visa Exchange/Active Directory, Time Trax, Superfly, etc.)
Prepare, deliver and manage Client Rate Sheet and Marketing Materials Requests.
Prepare, deliver and manage the Insurance and Production Set-Up Order (PSO)
Requirements for On-Boarding package
Prepare, deliver, facilitate execution of, and/or distribute client contracts
Initiate required actions for response to clients for On-Boarding, PSO, system order, contracts and insurance changes
Receive requests from Affiliates offices, to assist with a variety of order-related issues, billing of requests for products and/or building and deploying accounting systems
Support the onboarding of each client as a specialized account
Participate in due diligence activities in accordance with onboarding requirements, including coordinating with other company departments (Audit Compliance, Legal, etc.)
Key liaison between client and customer (studio and end user being granted access to system)
Provide general application support for all current and future EP Products. Point person for the production navigating clients through their inquiries, system needs, and providing solutions
Ensure a successful set-up and first time processes for the client. Perform Post Deployment Assessments on assigned system setups, working with the client to walk them through additional setup items and basic first time processes
Perform short-term data analysis utilizing system knowledge, Salesforce, knowledge base articles, reports, Wdbedit, internet research, and other system-generated output to thoroughly investigate and troubleshoot customer issues prior to escalation to the next level
Track all client interactions and correspondence in Salesforce with quality detail and in real time
Document all activities such as introduction, post deployment assessment, weekly check ins and show visits/onsite support in Salesforce at the project level
Document all client inquiries in Salesforce via Case and record all inbound/outbound calls as well as emails and other case tasks with quality detail
Adhere to escalation procedures for assigned tasks/issues, ensuring that all involved parties are informed of an issue's current status/resolution
Ensure intake of tasks/cases
Ensure escalations include complete information and guarantee timely follow up
Provide reporting/documentation, such as call logs, monthly/weekly client check-ins, knowledge base articles and other client reports
Identify qualified prospective clients and assess feasibility for products and services. As appropriate, promote EP's complete product and service offering to assigned accounts
Participate in regularly scheduled account team meetings
Serve as a support resource to others on the team in support of the client
May participate in various client focused and department projects
Additional duties as assigned
JOB REQUIRMENTS/QUALIFICATIONS NEEDED
Bachelor's Degree preferred or industry/job experience equivalent
Minimum two years prior relevant experience, in client service preferred
Entertainment industry experience preferred, specifically entertainment Production experience
Demonstrate a high level of professionalism, always showing respect for the client and for fellow employees
Creative client focused problem solving skills with high degree of diplomacy
Learning agility and action orientation
Strong written and verbal communication skills with client facing acumen
Ability to collaborate and work with team and other departments effectively
Ability to defuse escalated client situations
Ability to analyze, demonstrate sound decision making and critical thinking skills
Ability to multi-task as well as handle multiple client issues at a time
Proficient in Microsoft Word, Excel, Outlook, Salesforce
Intermediate SQL and data base knowledge
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