Wrapbook is hiring a
Film & Television Customer Success Team Manager

Summary

The job description is for a Film & Television Customer Success Team Manager role at Wrapbook, a smart production payroll and accounting platform. The role involves leading and developing a team of customer success managers and production accounting solutions consultants, ensuring customer satisfaction, and driving customer retention and growth.

Requirements

• 5+ years of experience in the film and television industry production industry, preferably in payroll. Entertainment payroll experience required
• 3+ years of management experience
• Strong leadership and team management skills, with a track record of building and developing high-performing teams
• Exceptional interpersonal and communication skills, with the ability to engage and influence customers and stakeholders at all levels
• Strategic thinker with a deep understanding of the FTV industry and customer success principles and best practices
• Analytical mindset, with the ability to leverage data and metrics to drive informed decision-making
• Customer-centric approach and a passion for delivering exceptional customer experiences
• Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment
• Strong technical skills with the able to adopt and leverage new technologies quickly
• Experience working with Gainsight and/or Salesforce preferred
• Bachelor's degree in business, marketing, or a related field

Responsibilities

• Lead, mentor, and inspire a team of customer success managers, fostering a positive and high-performing culture
• Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations
• Collaborate with cross-functional teams to align customer success strategies with company goals
• Develop and execute a comprehensive customer success strategy that aligns with the company's vision and objectives
• Define and measure key performance indicators (KPIs) to track customer success metrics, including customer satisfaction, retention, expansion, and advocacy
• Identify opportunities for process improvements and implement scalable strategies to enhance the overall customer experience
• Develop the customer journey playbook to ensure we are engaging with FTV customers at key touch points in the customer lifecycle
• Build and maintain strong relationships with key customers, serving as their trusted advisor and advocate within the organization
• Proactively engage with customers to understand their goals, challenges, and needs, and develop tailored plans to drive their success
• Monitor customer health and conduct regular business reviews to identify areas for improvement and growth
• Drive customer retention and expansion by identifying upsell and cross-sell opportunities based on customer needs and product capabilities
• Collaborate with the Sales team to develop account plans and strategies to maximize revenue from existing customers
• Work closely with the Product team to gather customer feedback and insights, and advocate for product enhancements and new features
• Proactively communicate regularly to Sr. leadership the overall health of the entire portfolio with details on each of our top ~15-20 accounts
• Cultivate a strong customer advocacy program by engaging customers as references, collecting testimonials, and facilitating case studies
• Leverage customer success stories to highlight the value and impact of our products and services
• Collaborate with Marketing to develop customer-centric content and enable Sales teams with customer success resources
• Influence the product roadmap by building routines to ensure there is clarity on the product roadmap and the needs of our customers

Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1500 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