Remote Production Accounting Solutions Consultant

Summary

Join Wrapbook as a Production Accounting Solutions Consultant to partner with client operations teams, deliver onboarding and post-sales production accounting support, and provide subject matter expertise for production accounting.

Requirements

• 10+ years managing customer facing support teams and resolving escalations
• 5+ years with entertainment payroll experience. Product accounting experience preferred
• Excellent technical and communication skills
• A team-focused mentality and effective problem solving skills
• The ability to approach challenges from a user perspective while being pragmatic and solutions orientated
• Experience in a high-growth technology company
• Experience working with cross-functional teams

Responsibilities

• Has a deep understanding of our production accounting product
• Support onboarding of clients with production accounting. Mentor Customer Success to eventually be able to lead customer onboarding themselves
• Lead and collaborate with customers and internal teams (engineering, product, sales, customer success) on pre and post-integration production accounting issues to provide technical support, consulting and best practices
• Partner with the enablement team to develop and deliver training programs for customer support, customer success to help them understand our production accounting product, the integration steps and how to overcome common objections
• Provides continual, prioritized feedback to the engineering and product teams on how the product, onboarding process and ongoing support needs to evolve
• Create and continuously update standard operating procedures for Customer Success on how to onboard customers on production accounting
• Own the role as the client-facing Product Accounting subject matter expert that owns all of production accounting support as we launch the product with the goal of transitioning to handling customer escalations
• In the early product launch phase, you will respond to customer questions on production accounting. Translate these early learnings into frequently asked questions and other documentation. Partner with enablement to train the customer support team to eventually field these questions
• Conduct regular call listening sessions to review customer success and customer support calls on production accounting to provide feedback on what was done well and improvement areas
• Continue to stay up to date on production accounting releases and how that impacts onboarding or existing customer support. Partner with the enablement team to ensure the team is aware of the latest release and how that impacts their customers
• Work closely with engineering and product management teams to identify feature gaps, deficiencies and bugs

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