Wrapbook
Customer Success Manager-Film & TV
Los Angeles, CA | $92K - $144K
Qualifications
- A customer focused mindset with a focus on consultative servicing
- Strong verbal and written communication skills
- The ability to strategically think through problems to identify the root cause and create action plans to resolve them
- 3+yrs experience as a Film/TV Production PayMaster
- Significant experience with Production Accounting for Film/TV projects
- The ability to calculate, audit and input above and below the line payroll in accordance with client, employee, union, state and federal requirements
- Experience working with Production Accounting Software
- Previous experience at a SaaS company or tech start-up
Responsibilities
- The CSM will lead customer onboarding and serve as the strategic account manager for a dedicated book of business in Film & Television production
- The CSM will provide consultative servicing through proactive customer engagements
- The goal of the CSM is to not only retain the customer, but to always look for opportunities to expand the relationship and the customer’s use of Wrapbook
- Lead customer onboarding to ensure customers are trained and prepared to be successful with Wrapbook
- Become an expert in our platform’s services and functionality
- Ensure you are up to speed on all new product features and drive adoption of new features to ensure customers are receiving the full value of their Wrapbook service
- Cultivate and maintain relationships with our customers to ensure their success and satisfaction with our platform and services while identifying and developing growth opportunities
- Proactively engage customers to understand their strategic objectives and how Wrapbook can help support their goals
- The ideal candidate will have an overall curiosity of the customer’s business and develop a regular rapport through proactive customer engagements at key tollgates in the customer life cycle
- These can be ad hoc but are also required to happen in pursuit of achieving our mutually agreed upon goals, improving how we work together and continuing to provide value that will lead to overall retention and growth
- Cross Sell additional Wrapbook services when appropriate to strengthen the customer relationship and provide efficiencies
- Work cross-functionally with key departments including Product, Operations, Support, Finance, Sales and more to effectively resolve customer issues
- Be a champion for the customer by sharing process improvements, product enhancement requests, and overall feedback to improve the customer experience
- Create deep relationships at all levels of the customer organization
- Proactively keeps Senior Leadership and cross-functional teams informed on the health of the customer and engage the right parties at the right times as necessary to improve customer satisfaction and prevent churn
- Keep networking within the industry to stay on top of industry news, trends and competitive moves
- Tackles strategic projects outside of managing their book of business to benefit the team
Benefits
- In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service
- Base Salary Range: $92,000 - $144,000 (This is not inclusive of any bonus, commission, benefits or equity that might exist in your total compensation package.)
- 51-200 employees
- Technology, Entertainment, Human Resources, Accounting & Finance, Marketing & Communications, Film Production, Engineering & Architecture, Creative & Design, Media and Communications, Administrative
- Privately Held
- Founded: 2018
- Last round: Series B
- Last round: US$ 100.0M
- New York
Company information
Employers in media production and the entertainment industry are constantly hiring. Freelance employees move between projects and could get onboarded 30 or more times in a single year. And yet, much of the industry uses physical paperwork with no easy way to track payments, often struggling with compliance (due to ever-changing laws and union rules), and has few automation processes in place when it comes time to send payroll reports to their accountants. Wrapbook is an intuitive payroll and insurance solution for those balancing multiple projects. With digital solutions, simplified compliance, and comprehensive reporting, we take the stress away so employers and project-based workers can focus on the big picture. Commercial producers, filmmakers, and anyone creating media deserve robust solutions to meet their unique demands. With Wrapbook, you only have to ask for documents from cast and crew once. Our platform lets you move all the onboarding forms associated with any crew from a project to any future ones, giving you back hours. By swapping out paper timecards with digital ones, approving payroll is now a piece of cake. Crew can log into Wrapbook from any device to enter their hours and expenses. Providing producers with the right tools to onboard crew and process payments helps them put routine work on auto-pilot. That way, they can focus on more compelling tasks. Let us tackle paperwork, payroll, and insurance, so you can continue creating the work that matters.
