Customer Success Manager, Talent

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 Talent Systems Europe brands by Talent subscribers
• Primarily focusing on the onboarding, retention and improving the experience of all of our Talent members, working closely with other teams, such as Product and Support
• To support these subscribers throughout their lifetime as customers, and ensure that our brands continue to meet their evolving and changing needs
• Assist with the value proposition for Talent, developing programmes of educational & networking events and other projects that improve the customer experience
• To nurture business in the UK, and support growth into new markets and territories once established
• To manage the relationship between Talent Systems Europe and these customer groups to build trust, enhance their membership experience, and promote our brand
• To be the voice for Talent members within the business
• To maximise sales opportunities for TS products and services
• To be a brand ambassador for Talent Systems 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 the business roadmap for products and services for Talent
• Understanding and presenting our software to internal and external stakeholders

Duties & Responsibilities:

Retention, on-boarding and quality control

• To ensure effective onboarding and retention of our Talent members
• To encourage use of all our software and membership offerings
• Quality control to ensure Talent meets expected industry standards
• Handling, managing and monitoring of complaints

Improving the customer experience

• To maximise the value of membership to these customers
• To provide Tier 2 support to our members in use of our platforms and resolve issues
• To organise programmes of educational webinars and workshops and additional projects to improve the customer experience

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

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
• To assist the Enterprise Success managers in related processes, when required

Measures:

• Usage and engagement metrics by Talent
• New users and repeat subscription uptake
• Quality and completion of projects
• Feedback and customer satisfaction
• Solved tickets, check ins and quality audits

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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