Staff Account Manager

This is a Full Time Job

Are you looking for the next opportunity to revolutionize an industry? If so....

We are looking for a Staff Account Manager 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 Staff Account Management 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 Staff 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.

KEY RESPONSIBILITIES

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, etc.).
Self-starter with taking job on the job-related courses.
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 REQUIREMENTS/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.

As full-time EP Employee you will be eligible to receive our amazing benefits package that include healthcare, dental, and vision coverage.

Other benefits and perks included are:

401(k) retirement savings plan and company match
Paid holidays, vacation time, and sick time
Participation in company equity plans
Employee Assistance Program, mental health and wellness programs
Training and development
Possibility of hybrid/flexible/schedules
Annual bonus and merit reviews

The hourly pay range for this role is $28.85 - $33/hr. and will be commensurate with experience related to the position.