West Coast Customer Support Manager

At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making.

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. EP is 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 a West Coast Customer Support Manager!

KEY RESPONSIBILITIES

Client Facing:

• Manage a portfolio of client accounts and deliver outstanding client experience, throughout onboarding and the lifecycle of our end users.
• Be an escalation point for our support team, dealing with complicated issues and having difficult conversations with our clients.
• Learn the details of our clients and the film industry. Understand their challenges and speak their language, bringing the most successful outcome for all
• Become a Casting Portal product expert, able to easily train new users or troubleshoot and improve processes for existing users

Internal & Processes:

• Monitor account health, KPIs, product adoption rates, provide monthly insight to clients and Customer Success teams on trends and usage to drive improvements in our NPS and CSAT scores.
• Work with our Business Development and Client Success teams to provide a seamless onboarding experience, and to identify and pitch upsell opportunities.
• Review and update current processes and help to implement new technology, features, and supporting frameworks for working.
• Use product management and CRM tools to produce data-led insights for areas of success, challenges and potential improvement
Generate weekly reports to support client invoicing, working closely with accounting teams to ensure they have what they need

JOB REQUIREMENTS / QUALIFICATIONS NEEDED

• Previous experience in a client-facing role, entertainment industry experience a plus
• Independent worker, equally comfortable meeting goals and responsibilities on your own as well as being a key part of a close-knit team
Working in the pacific time-zone

Other benefits and perks included are:

• Health, Dental, and Vision options
• 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 salary range for this position is $67,700-$80,000 and will be commensurate with experience related to the position.