Technical Excellence & Process Optimization
- Oversee technical support for products and integrated accounting solutions
- Develop comprehensive knowledge base, documentation, and self-service resources
- Implement advanced support tools and automation to improve efficiency and customer experience
- Create escalation procedures for complex technical issues involving payroll, accounting, and production management
- Partner with Engineering on bug prioritization, feature requests, and product improvements
Analytics & Continuous Improvement
- Implement robust analytics and reporting systems to track support metrics and customer health
- Analyze support trends to identify product gaps and improvement opportunities
- Drive continuous improvement initiatives based on customer feedback and industry best practices
Customer Success
- Develop scalable onboarding processes and manage relationships with key enterprise accounts
- Create customer advisory programs and feedback loops to drive product innovation
- Implement customer health scoring and early warning systems to prevent churn
- Stay current with industry trends, software integrations, and emerging technologies
Strategic Leadership & Vision
- Develop and execute product support strategies aligned with business objectives and customer needs
- Build and scale the product support organization with a focus on proactive customer success
- Partner with Product, Engineering, and Sales teams to influence product roadmap based on customer feedback and support insights
- Establish KPIs including customer satisfaction, resolution times, and retention metrics
Team Leadership & Development
- Recruit, hire, and develop a high-performing team of product support specialists
- Create training programs for industry workflows, accounting processes, and technical product knowledge
- Implement career development pathways and mentorship programs for team members
Education & Experience
- Bachelor's degree in Business, Technology, Accounting, Film Production, or related field
- 7 years of experience in product support, customer success, or technical account management
- 3 years of management experience leading cross-functional teams
- Knowledge of entertainment industry workflows and processes a plus
Technical Skills
- Understanding of entertainment industry accounting practices and production workflows a plus
- Experience with SaaS platforms, APIs, and software integrations
- Proficiency with support tools (Zendesk, Salesforce, Jira, etc.)
- Knowledge of payroll systems, time tracking, and HR management software
- Familiarity with entertainment industry unions, contracts, and compliance requirements a plus
Leadership & Communication Skills
- Proven track record of building and scaling customer-facing organizations
- Exceptional communication skills with ability to present to C-level executives
- Strong analytical and problem-solving capabilities
- Experience managing remote and distributed teams
- Customer-centric mindset with passion for delivering exceptional experiences
Preferred Qualifications
- Experience with payroll companies or production service providers
- Knowledge of film/TV production processes, budgeting, and post-production workflows
- Background in accounting software, ERP systems, or financial technology
- Experience with data analytics platforms and customer intelligence tools
- Professional certifications in customer success or project management
- Ticketing system implementation
Salary Range
- $85,000.00 - $140,000.00
- Plus Benefits