Technical Account Manager (TBH-97)

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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. *This role would be focused on Cast It Reach.

Job Purpose:

The Technical Account Manager is responsible for working directly with our clients to build and manage their casting campaigns, provide platform support, undertake client training and answer platform questions, instruct best practices, and resolve technical problems when using our products and services.

They will assist the Customer Success Managers in overseeing and growing relationships with Talent Systems clients in order to increase product usage, reduce churn and ensure customers fully leverage our suite of solutions. This will include resolving complex issues creatively and effectively in order to maximize customer value.

Duties & Responsibilities:

Customer Value Realization

• Support global customers' technical needs throughout the lifecycle of the customer pre and post-win, beginning with the handoff from Sales
• Participate in pre-sales activities, presenting and demonstrating Cast It products to clients
• Assist with onboarding & training activities utilizing technical product expertise and understanding of client-specific use cases, gathering client's requests for customization with the platform
• Proactively identify risks to customer's workflows and stated business goals, working with internal teams and stakeholders to build and execute risk mitigation plans
• Provide proactive, ongoing product education and access to educational materials
• Create documents in Spanish/Portuguese to help customers better understand Talent Systems' tools

Enterprise Support

• Respond to client queries in a timely and considerate manner, via phone, email or chat
• Provide thoughtful, personalized communication to Talent Systems users who have minimal to advanced technical knowledge
• Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows
• Assist with onboarding, performing technical configuration in the system for clients and training clients
• Investigate technical issues and see them through to a resolution/solution.
• Troubleshoot, analyze and escalate product bugs using JIRA
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and share with our Product, Sales and Marketing teams

Customer Retention & Growth

• Maintain detailed and timely records of customer contact and activity history in CRM (Zendesk/Jira) 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
• Proactive coordination with Sales, Support and Marketing to problem-solve strategies to increase customer engagement and product usage

Customer Advocate & Champion

• Act as a champion for the customer, ensuring their needs and challenges are understood and communicated to internal executive and program stakeholders, especially as those needs relate to the North American, UK, EU unscripted production and casting market

Qualifications & Attributes:

• 5+ years of relevant industry experience in Media & Entertainment
• Experience with casting workflows within Reality TV genres
• Understanding of the production lifecycle (from script to screen)
• Coding experience in HTML, CSS, XML and experience with CMS and/or relevant broad/general understanding of code structure
• Digital production or technical accountant manager experience.
• Ability to use initiative, think around a problem
• Experience in managing multiple stakeholders and projects
• Customer-oriented and attentive to their needs, understands their requirements and how best to achieve them
• Critical thinking and problem-solving skills
• Good time-management skills
• Great interpersonal and communication skills
• Customer facing experience with casting technologies, SaaS technologies, and/or production technologies
• 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)
• German and/or French language skills highly preferred