Client Onboarding Specialist

About Cast & Crew
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.

Client Onboarding Specialist
Regular Full-Time

Position Overview

The Client Onboarding Specialist will support TiM (Time Is Money www.hellotim.com), a unique solution that digitizes the onboarding process for film and television production. TiM has built a culture of pushing boundaries, making change and taking on challenges that others have written off as "impossible."

In that spirit, TiM Set Up is looking for a highly organized, patient, well-spoken, ambitious, enthusiastic team player to assist with training clients to use our platform and manage client-related data. Candidates should be personable, curious, technically savvy, and possess a strong work ethic.

This is a remote work position with set hours. Candidate must be comfortable joining and contributing to a team remotely. Remote work entails the ability to take direction, think critically, and troubleshoot independently. while maintaining a high level of communication and transparency.

If you like challenges, room for growth, respectfully asking "why" in an effort to drive innovation, working in a highly collaborative environment, then we'd love for you to apply.

Core Responsibilities

• Assist new and existing clients to set up their accounts and hiring paperwork in our system.
• Answer emails and phone calls relating to set up questions or issues.
• Coordinate and host online group trainings and one-on-one screen shares to train clients on the system and assist them in their set up.
• Reduce the amount of down-the-line-support a client requires by helping them build a comprehensive, foundational understanding of the system and ensure that the set up work they've done follows best practices/is optimal.
• Coordinating efforts with our clients and partner companies over the phone and via email.
• Assist/support senior members of the Client Set Up team.
• Help manage our onboarding pipeline in our CRM.
• Help create and maintain onboarding-related data and documents, including in our CRM.
• Understand the "big picture" process and consistently communicate with all stakeholders to keep them up to date on progress/key milestones as each client is onboarded.
• Work with our Support team to dynamically field or hand off questions from clients based on a number of factors, including the scope and topic of those questions.
• Maintain a calm, polite, and personal demeanor when communicating with clients as well as internal staff.
• If encountered, report technical issues and/or provide ideas on how to improve the functionality of the software.
• Consistently communicate with supervisors and fellow team members about daily tasks, goals, achievements, and blockers.
• Generally, actively work/look to improve our processes in a way that will help the company, our clients, our team and you.
• To deliver world class service as efficiently and quickly as possible.
• Collaborate with the TiM team to create internal policies and procedures and improve the TiM Operations system and TiM software as a whole.
• Come up with new ideas to help the company, our clients and our team.
• Other duties as assigned.

Key Qualifications

• Either accounting, payroll, or production experience in the Entertainment industry (on-set or in the production office), or generalized experience in a client solutions or setup capacity.
• Adept at learning new technologies and products quickly.
• Strong verbal and written communication skills.
• Critical thinking skills a must, with the ability to work independently, set priorities, manage time effectively.
• Ability to work independently and communicate progress/delays to the team effectively.
• Ability to prioritize and effectively follow through on tasks
• Moderate to intermediate level skills with computers and business applications.
• Working knowledge of online meeting tools (Teams, Zoom).
• Comfort and skill working with all levels of the team.
• Customer success experience, or experience managing client relationships in a support capacity.
• Excellent ability to multitask is a must. (navigating/switching between multiple digital platforms while handling client needs and daily tasks)
• Must have the ability to "read the room" both internally and with clients + awareness to respond dynamically.
• Comfortable with cloud-based file sharing systems (Microsoft Outlook, SharePoint, OneDrive, Teams).

Preferred Qualifications

• Minimum education preferred: Bachelor's degree.
• French, Spanish-speaking a plus!
• Experience with Zendesk, Hubspot, Calendly, and Asana a plus.

Special Work Conditions

• Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.