Remote Film & TV Customer Success Manager

Summary

Join Wrapbook's world-class Customer Success team as a Film and Television Paymaster! This remote position (USA/Canada) involves managing a portfolio of film and television clients, ensuring seamless payroll operations. You will lead customer onboarding, drive feature adoption, and proactively engage with clients to improve satisfaction and retention. The ideal candidate possesses extensive knowledge of film and television union contracts and a customer-focused mindset. Wrapbook offers a competitive salary, comprehensive benefits, and a dynamic work environment.

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

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