Customer Success Manager

This is a 9-month fixed-term contract role

Company & Team Overview:

Talent Systems, LLC is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems’ portfolio of products to source and manage talent across film, television, commercials, theater, and digital projects, powering an unparalleled, global casting software ecosystem.

We are headquartered in Los Angeles and operate in the US, Canada, Mexico, UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Staff Me Up, Tagmin, Casting Frontier, and Cast It Reach.

*This role would be focused on Casting Networks

Job Purpose: Our Customer Success team supports clients across our premier casting and production workflow solutions. Customer Success Manager utilizes their experience in the casting and media & entertainment industry to strengthen and grow our relationships with our clients at the studio level, including casting executives and stakeholders at the various levels of the production hierarchy. 

The Customer Success Manager is responsible for overseeing and growing the relationship with Talent Systems clients in order to increase product usage, reduce churn and ensure customers fully leverage our suite of solutions. This person will act as an advisor and educator to our clients, including resolving complex issues creatively and effectively in order to maximize customer value.

*This role reports to the Manager of Customer Success, located in Los Angeles

Duties & Responsibilities:

Customer Value Realization

• Manage assigned customers and act as a key business partner throughout the lifecycle of the customer pre and post-win, beginning with the handoff from Sales

• Own onboarding & training activities utilizing technical product expertise and understanding of client-specific use cases

• Proactively identify risks to customer’s workflows and stated business goals, working with internal teams and stakeholders to build and execute risk mitigation plans

• Review and analyze product usage metrics, identifying and acting on concerning user-level or feature-level trends, including outreach to provide education and resources

• Provide proactive, ongoing product education and access to educational materials

Customer Retention & Growth 

• Create and manage strategic growth plans for each account that include program goals, KPIs and a strategy to reach those goals

• Maintain detailed and timely records of customer contact and activity history in CRM (Zendesk Sell) and define/exceed goals around proactive outreach and issue resolution

• Proactively identify and facilitate opportunities for customers to achieve added value through increased product adoption and strategizing new & expanded business cases

• Plan and execute client-facing meetings that help strengthen relationships and in-person events that add value for our customers

• Proactive coordination with Sales, Support and Marketing to problem-solve strategies to increase customer engagement and product usage

Customer Advocate and Champion 

• Act as a champion for the customer, ensuring their needs and challenges are understood and communicated to internal executive and program stakeholders

• Leverage data analysis and problem solving skills to identify solutions and drive resolution for customers

• Lead alignment of appropriate resources such as Support and Sales teams and drive communications necessary for resolution

• Anticipate future customer needs and proactively advocate internally to address them

Additional Responsibilities

• Assist Sales and Marketing teams in gathering intelligence on accounts

• Develop and maintain an understanding of competitive threats and opportunities

• Support execution of client-facing Marketing campaigns as part of a cross-functional team

• Participate in industry events to grow company visibility and credibility within the entertainment industry (ie. trade shows, union meetings and events)

Qualifications & Attributes:

• 5-10 years of relevant industry experience in Media & Entertainment

• Experience with casting, ideally at the studio & network level (ie. commercial, theatrical, tv, reality) and a book of contacts in the space

• Understanding of the production lifecycle (from script to screen)

• Understanding of casting workflows

• Customer facing experience with casting technologies, SaaS technologies, and/or production technologies

• Previous experience as an Account Manager or similar strategic business development role is preferred

• A strong sense of customer empathy and confidence in presentation settings

• Ability to notice and retain details, think on your feet, problem-solve, and articulate actionable items based on customer needs

• Willing to manage accounts and meet targets (ie increase number of projects, auditions, etc) in an incentive-enhanced compensation plan

• Excellent communication and problem-solving skills

• Ambition, eagerness and the will to learn and improve upon your own skills

• Multi-tasking abilities

• Patience when handling tough cases

• Displays professionalism with customers and colleagues in high-pressure situations

• BA/BS degree preferred

At Talent Systems we are committed to attracting diverse talent that represents the society we live in and the diversity of our customers. We encourage applications from all, regardless of age, sexuality, socio-economic background, disability, ethnicity, gender, religion, or beliefs. We are committed to building a culture of belonging and inclusion and this is reflected in our policies, practices, active internal employee-led network, and supported by our executive leadership team. Please reach out to hr@talentsystems.com if you require any accommodations during the interview process.

#LI-DNI