Remote Customer Success Manager

Summary

Join Filmhub as an Acquisitions Executive and work directly with content providers, building a book of business for new clients, driving title acquisition, upselling subscriptions, and providing ongoing support. You will be responsible for a high volume of client interactions, including emails, meetings, and tickets. Success involves exceeding goals, identifying client needs, and improving internal processes. The role requires strong communication, problem-solving, and technical skills, including data analysis and CRM proficiency. A deep understanding of Filmhub's services and the film distribution industry is essential.

Requirements

• Consistently manage a high volume of activity (emails, meetings, tickets) without getting overwhelmed
• Understand and empathize with clients’ concerns and challenges
• Be obsessed with meeting and exceeding your daily, weekly, and monthly goals
• Identify issues and find creative solutions to meet client needs and expectations
• Have a deep understanding of Filmhub’s technology and services to effectively address client inquiries, provide guidance, and offer relevant suggestions
• Adapt to changing circumstances, such as new client requirements or product updates
• Possess strong verbal and written communication skills
• Have basic proficiency in data analysis tools (e.g., PopSQL, Microsoft Excel, Google Sheets)
• Have proficiency in using CRM software (e.g., Salesforce, HubSpot, Zendesk)

Responsibilities

• Have a fundamental understanding of (1) Filmhub services, processes, and technology, (2) client persona types (expectations, challenges, knowledge level), and (3) industry overview (distribution process, competitive landscape, industry standards)
• Build a book of business from a high volume of inbound clients (with the freedom to bring in outbound leads). In 12 months you will have developed a book of business of 1,500+ clients and are consistently acquiring 150+ titles each month
• Engage and support clients through a high volume of emails sent (400-500), meetings held (10-20), and tickets answered (80-120) per week
• Identify, improve, and share internal and external resources to help streamline processes to enable the acquisition of titles and mitigate support needs and ticket volume
• Become a Filmhub Brand Ambassador - providing product demonstrations and education through individual and group presentations
• Comfortably and confidently upsell clients into our Distribution Plus and Pro relationship levels thus driving subscription revenue and providing them the accompanying elevated services