Staff Digital Success Specialist

At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making. 

We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do. 

Are you looking for the next opportunity to revolutionize an industry? If so.... 

Entertainment Partners is seeking a Staff Digital Success Specialist, who will get to work onsite at show locations working directly with production crew members, as the technical product expert, focused on SmartStart, New SmartTime Crew and general troubleshooting,   to ensure crew members are successful and satisfied utilizing EP products, that are digitally revolutionizing the entertainment industry. This role will interact on a daily basis with production clients focusing on navigation of EP products through training, problem-solving and trouble-shooting, to ensure a successful experience. This role will partner with internal groups as needed, to fully meet the clients' needs. The ideal candidate will demonstrate a unique blend of being technology savvy and face-to-face client oriented, allowing them to become a trusted partner focused on company and client success. 

KEY RESPONSIBILITIES

• Operates as the single point of contact for assigned production clients, to provide hands-on on-site technical support and partnership, escalating as needed.
• Educates clients on the navigation of EP products, to meet client needs and demonstrate additional product capabilities.
• Helps clients understand and maximize full capability of solutions and how to derive full value to optimize their workflows.
• Provides technical demonstrations, answers questions and researches additional information as needed. 
• Problem solves and trouble shoots, escalating as needed.
• Liaise with technology, contracts, and other divisions that have touch points to the systems.
• Works with the client to increase accuracy of project timeline (pre/prod/post), including relevant show details needed for set ups.
• Builds trust and strong relationships with clients. 
• Builds strong collaborative relationships across functional areas within the organization.
• Keeps up to date on product releases and solutions and integrations, as well as industry changes to maintain strong industry and product knowledge. 
• Cross train and assist in other Client Success organizations to ensure knowledge of EP systems.
• Utilize Salesforce as a CRM tool and run accurate and timely reports out of the system.
• Travel in and out of state will be required. Travel required may be up to 75% of time. When onsite at a show, this role will work indoors and outdoors in a variety of climates and noise levels. 
• Additional responsibilities as assigned.

JOB REQUIREMENTS/QUALIFICATIONS NEEDED

• Technical competence (understand software, hardware, networks, etc.). 
• Ability to develop lasting professional relationships with clients.
• Creative client focused problem-solving skills with high degree of diplomacy.
• Strategic, quantitative and operational mindset.
• Knowledge of general business and management principles.
• Ability to motivate, engage, supervise and guide others directly and indirectly. 
• Ability to demonstrate professional demeanor under various circumstances. 
• Motivated, goal oriented, persistent and a skilled negotiator. 
• Strong written and verbal communication skills with client facing acumen. 
• Ability to collaborate and work with team and other departments effectively.
• Ability to influence multiple audiences. 
• Analytical, decision making, critical thinking.
• In-depth knowledge of the Entertainment industry, including but not limited to Entertainment Unions, risk and compliance.
• 3 - 5 years' experience in technology product implementation and technology customer service.
• 3 - 5 years' experience in as Production Accounting, or relevant equivalent experience preferred. 
• Bachelor's Degree in General Business, Communications or equivalent line of study preferred.
• Must have excellent organizational skills, attention to detail, and communication skills.
• Must have experience using MS Word, Excel, PowerPoint, Adobe, and a CRM tool such as Salesforce.
• Articulate, persuasive, strategic, proactive, detailed and a high aptitude for learning new and creative ways to solve problems more efficiently.
• Entertainment experience required.

As an EP Employee you will receive our amazing benefits package including healthcare, dental, and vision coverage. Other benefits and perks include: 

• 401(k) retirement savings plan and company match 
• Paid holidays, vacation time, and sick time 
• Participation in company equity plans 
• Employee Assistance Program, mental health and wellness programs  
• Training and development 
• Possibility of hybrid/flexible/schedules  
• Annual bonus and merit reviews  

The pay range for this position is $28.13 - $32.41/hr. and is commensurate with experience related to the position.