Talent.com
Esta oferta de trabajo no está disponible en tu país.
Customer Success & Onboarding Manager

Customer Success & Onboarding Manager

RollCreditsLima Metropolitana, Lima, Peru
Hace 23 días
Descripción del trabajo

Overview

Get AI-powered advice on this job and more exclusive features.

RollCredits.io is the AI powered production management platform used by MrBeast, Netflix shows, Superbowl Ads, and we need your help to grow it!

The entertainment industry is a $2.3 trillion market, creating content that you and I love. However, their backend software and processes are archaic, adding time and money to an already stressful production environment. RollCredits.io is changing this by creating innovative software that helps production and accounting teams spend less time managing expenses and save time and money. We are a well-funded LA-based startup with customers like MrBeast, George R.R. Martin, Smuggler and Tool of North America and other production companies creating incredible content such as ads with LeBron James, Netflix shows, live events, and independent films. In a short period of time, we have helped production companies manage 550+ films and commercial projects.

RollCredits.io streamlines end-to-end production processes like budget making, expense management, actualization, data entry, p-cards, payments, payroll, reconciliation, and wrap. Join us in transforming the industry with cutting-edge technology and unparalleled customer support. Our software is the best in the industry, and our team builds new features in weeks, while the competition takes years. With your help we will support every production company in the world!

Job Description

You’ll own the front door for our customers through fast, friendly support and white‑glove onboarding. You’ll guide new productions from kickoff to go‑live, deliver training, and keep day‑to‑day issues moving with handoffs to Paymaster (union / payroll rules), Engineering (bugs / features), and Ops (registrations / filings).

Responsibilities

  • Be first response on the email & Intercom helpdesks; meet SLAs for First Response Time (FRT) and Time to Resolution.
  • Diagnose issues and route to the correct party for resolution.
  • Keep clients updated with proactive, friendly comms until resolution.
  • Become a product expert to resolve all non‑engineering, non‑paymaster questions independently.

Onboarding & Training

  • Build SOPs, checklists, and Storylane walkthroughs to make producers, accountants, and crew successful.
  • Track onboarding milestones, unblock cross‑team tasks, and ensure a clean handoff into steady‑state support.

    • Customer Health & Insights

  • Monitor health signals (timecard adoption, first payroll readiness, card spend readiness) and escalate risks early.
  • Capture, organize, and prioritize customer feedback; turn it into crisp tickets and What / Why / Impact briefs for Product / Eng.

    • Qualifications

  • 3-5 years in Customer Support, Customer Success, or Implementation (entertainment / production finance a plus). Experience with production / payroll tools (Cast & Crew, GreenSlate, Wrapbook, PSL, Movie Magic) or finance / ERP support.
  • Excellent written and verbal communication with producers and accountants.
  • Incredible ownership : you close loops and get things done.
  • Process mindset : clear handoffs; nothing falls through the cracks.
  • Calm under pressure; strong prioritization when multiple shows need attention.
  • Product sense & curiosity : you learn complex workflows and teach them simply.
  • Built / maintained onboarding playbooks, knowledge bases, macros.
  • Customer-centric builder : you love talking to customers and iterating processes.
  • Product partner mindset : you spot patterns and collaborate with Engineering to improve UX and flows.

    • This is not a 9-to-5 role. Productions shoot nights, weekends, and holidays - and sometimes we do, too. Expect off-hours availability and the occasional weekend sprint when a show is running. We work when productions work.

    What We Offer

  • $80-100k base salary and bonus
  • Comprehensive benefits package, including health, dental, and vision insurance.
  • We strongly prefer an LA based candidate who can work from office few days a week, but are willing to make exceptions for an exceptional candidate
  • Learn AI and utilize opportunities for incredible professional growth and career advancement.
  • Freedom and space to execute your ideas working with an collaborative and inclusive team

    • Details

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Industries : Software Development

    • #J-18808-Ljbffr

    Crear una alerta de empleo para esta búsqueda

    Manager • Lima Metropolitana, Lima, Peru