Customer Success Manager-Film & TV Job at Wrapbook in Los Angeles

About Us

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.

The Opportunity - Customer Success Manager Film & TV (Remote - USA - Los Angeles)

We are looking for an experienced solution-oriented Customer Success Manager to join our growing team! The CSM will lead customer onboarding and serve as the strategic account manager for a dedicated book of business in Film & Television production. The CSM will provide consultative servicing through proactive customer engagements. The goal of the CSM is to not only retain the customer, but to always look for opportunities to expand the relationship and the customer’s use of Wrapbook. The ideal candidate is highly driven, results-oriented, well versed in SAG union rules, and will continuously strive to surpass their customers expectations.

What you’ll Do

1. Lead customer onboarding to ensure customers are trained and prepared to be successful with Wrapbook.
2. Become an expert in our platform’s services and functionality.
3. Ensure you are up to speed on all new product features and drive adoption of new features to ensure customers are receiving the full value of their Wrapbook service.
4. Cultivate and maintain relationships with our customers to ensure their success and satisfaction with our platform and services while identifying and developing growth opportunities.
5. Proactively engage customers to understand their strategic objectives and how Wrapbook can help support their goals.
6. Cross Sell additional Wrapbook services when appropriate to strengthen the customer relationship and provide efficiencies.
7. Work cross-functionally with key departments including Product, Operations, Support, Finance, Sales and more to effectively resolve customer issues.
8. Be a champion for the customer by sharing process improvements, product enhancement requests, and overall feedback to improve the customer experience.
9. Create deep relationships at all levels of the customer organization.
10. Proactively keeps Senior Leadership and cross-functional teams informed on the health of the customer and engage the right parties at the right times as necessary to improve customer satisfaction and prevent churn.
11. Keep networking within the industry to stay on top of industry news, trends and competitive moves.
12. Tackle strategic projects outside of managing their book of business to benefit the team.

What you’ll Have

1. A customer focused mindset with a focus on consultative servicing.
2. Strong verbal and written communication skills.
3. The ability to strategically think through problems to identify the root cause and create action plans to resolve them.
4. 3+ years experience as a Film/TV Production PayMaster.
5. Significant experience with Production Accounting for Film/TV projects.
6. The ability to calculate, audit and input above and below the line payroll in accordance with client, employee, union, state and federal requirements.
7. Experience working with Production Accounting Software.
8. Previous experience at a SaaS company or tech start-up.
9. Previous salesforce experience strongly preferred.
10. Prior Success experience is preferred but not required.

Benefits

1. Unlimited Paid Time Off.
2. Work from anywhere in Canada and USA.
3. Health and Dental benefits.
4. Up to $1,500 towards IT set up for your home.
5. Up to 2% matching RRSP / 401K.
6. Learning and Development opportunities.
7. Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service.

Base Salary Range: $92,000 - $144,000 (This is not inclusive of any bonus, commission, benefits or equity that might exist in your total compensation package.)

Our Pledge to Fostering an Inclusive and Safe Workplace

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

Apply Now

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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