Customer Success Manager

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💎 Seniority level: Manager, 3+ years

📍 Location: USA, CANADA

🔍 Industry: Film and Television

🏢 Company: Wrapbook

⏳ Experience: 3+ years

🪄 Skills: SQLCommunication SkillsMicrosoft ExcelCustomer serviceAccountingTime ManagementWritten communicationProblem-solving skillsNegotiation skillsActive listeningClient relationship managementCustomer supportCustomer Success

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.

Responsibilities:

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.

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