Customer Success Manager, Enterprise

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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.

Job Purpose:

• To champion the use of Spotlight by casting directors and agents
• Primary function will be in the supporting, onboarding and retention of agencies, but this role may require supporting our casting clients, performers and related processes, when needed
• To support agents throughout their lifetime as customers, and ensure that Spotlight continues to meet their evolving and changing needs.
• Encourage the onboarding and retention of our Performer customers via the nurturing of
  our agents.
• To nurture new casting / agent business in the UK, and support growth into new markets and
  territories once established.
• To manage the relationship between Spotlight and these customer groups to build
  trust, enhance their membership experience, and promote our brand.
• To be the voice for agents and casting directors within Spotlight.
• To be a well-known face of Spotlight to our VIP agents and casting directors
• To maximise sales opportunities for Spotlight products and services
• To be a brand ambassador for Spotlight at industry related events, developing and maintaining strong relationships and networks with key industry figures and partners.
• To provide feedback and industry insight that will inform developments to Spotlight's roadmap for products and services for casting professionals and agents.

Duties & Responsibilities:

Retention, on-boarding and quality control

• To ensure effective onboarding and retention of our agents
• To encourage use of all our software and membership offerings
• To support the team in quality control, to endure jobs and professionals meet expected industry standards

Relationship development

• To maximise the value of Spotlight membership to these customers
• To support casting and agent professionals to use the Spotlight platofrm and resolve issues
• To provide a tailored and individual experience for them
• To organiza programme of face-to-face meetings and/or online check-ins with these clients

Data and Insight

• To use information about subscriptions, accounts and activity to drive uptake of repeat subscriptions and usage of our brands

Industry and market engagement

• To support the team to nurture industry partnerships and relationships
• To engage, listen and gather industry feedback
• To work with the Support team and other Spotlight stakeholders in the proactive and responsive resolution of customer issues (i.e. 2nd line support)

Industry events

• To represent the company at key industry events
• To support in the management and coordination of events e.g. industry educational events, AGMs, roundtables, webinars

Continuous improvement and roadmap development

• To capture, collate and analyse feedback and market intelligence to inform the Talent membership proposition and roadmap
• To drive innovation and continuous improvement in the services and products available to Talent members

Measures:

• Usage and engagement metrics by Talent
• New users and repeat subscription uptake
• Quality and completion of projects
• Feedback and customer satisfaction

Qualifications & Attributes:

Skills and experience

• Excellent interpersonal skills and strong relationship builder
• Ability to network and build strong professional relationships
• Excellent organisational skills and meticulous attention to detail
• Experience of account management
• Excellent verbal and written communication skills
• Confident and experienced public speaker
• Background in the entertainment industry and excellent contacts within it is a strong advantage
• Ability to pick up usage of new systems quickly
• Experience in testing, understanding and training customers on software in a SaaS company

Personal qualities

• Innovative, adaptable and solutions-oriented
• Driven, proactive, growth-minded and deadline focused
• Friendly, collaborative and passionate about entertainment industry
• Happy to travel and work out of hours / flexibly

Inclusion at Talent Systems:

At Talent Systems we are committed to attracting diverse talent that represents the society we live in and the diversity of our customers. We aim to be inclusive of all staff regardless of age, sexuality, socio-economic background, disability, ethnicity, gender, religion, or beliefs. We are committed to building a culture of belonging and this is reflected in our policies, practices, active internal employee-led network and supported by our executive leadership team.

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