Customer Support

Talent Systems, LLC.; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Talent Systems, LLC. is seeking a Customer Success Manager to drive growth for Europe’s products among agencies and casting professionals. You will onboard new clients, advocate for product adoption, and maintain high retention across enterprise accounts in a fast-paced entertainment tech environment.

The role is on-site in the UK, requiring travel and flexible hours to engage industry partners, events, and client check-ins. Strong account management and SaaS experience are essential.

Qualifications

• Excellent interpersonal skills and strong relationship builder.
• Ability to network and build 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 with 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.

Responsibilities

• Identify and convert lapsed and potential customers within existing markets for Talent Systems Europe’s products.
• Carry out effective vetting and onboarding processes to ensure speed to value for new customers.
• Ensure effective retention of agency and casting clients.
• Encourage uptake of further Talent Systems Europe’s product offering to existing clients.
• Maximise the value of membership to agency and casting customers.
• Provide Tier 2 support to clients in use of our platforms and resolve issues.
• Organise face-to-face meetings and online check-ins with agency and casting clients.
• Use dashboards and analytics to prioritise account management activity.
• Use information about subscriptions, accounts and activity to drive uptake of repeat subscriptions and usage of our brands.
• Support industry partnerships and relationships and represent the company at events.

Skills

Interpersonal skills

Relationship building

Account management

Public speaking

Communication skills

Entertainment industry contacts

SaaS familiarity

Willingness to travel

Job description

Customer Success Manager. On site · UK

Company and Team Overview Talent Systems, LLC is the leading technology solution provider for casting and auditioning in theentertainment industry. Casting directors and agents worldwide use Talent Systems’ portfolio ofproducts to source and manage talent across film, television, commercials, theater, and digitalprojects, powering an unparalleled, global casting software ecosystem.We are headquartered in Los Angeles and operate in the US, Canada, the UK, Australia, and India.Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Cast It Talent, CastingFrontier, Staff Me Up, Tagmin, and Cast It Reach.

Job purpose The Customer Success Managers in the Agency & Casting team are responsible for the growth ofTalent Systems Europe’s products amongst professional talent agencies, casting professional and existing IPCs (independent production companies). Managers support clients through their lifetime as customers, ensuring that our brands meet their evolving needs, and encouraging the uptake of other suitable products and services.Working closely with other BDCX colleagues, and other TSEL teams such as Product and Support, Managers will identify and convert potential and lapsed clients within existing markets, lead clients through onboarding and product adoption, and ensure the retention of active clients. Managers build trust with clients, act as a client champion internally and as approachable and engaging account managers and brand ambassadors to the client. Managers are familiar with the required range of Talent Systems Europe products, and are able to demonstrate how those products meet client

Job requirements

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 withinit 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

Job responsibilities

Business Development

• To identify and convert lapsed and potential customers from within existing markets forTalent Systems Europe’s products
• To carry out effective vetting and onboarding processes to ensure speed to value for new customers

Retention

• To ensure effective retention of our agency and casting clients
• To encourage the uptake of further Talent Systems Europe’s product and software offeringsto existing clients

Account Management

• To maximise the value of membership to agency and casting customers
• To provide Tier 2 support to our clients in use of our platforms and resolve issues
• To provide a tailored and individual experience for them
• To organise a programme of face-to-face meetings and/or online check-ins with agency and casting clients

Data and Insight

• To use dashboards and analytics to prioritise account management activity
• 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 feedbackIndustry events
• To represent the company at key industry events
• To support in the management and coordination of events and professional developmentfor our enterprise clients

Administration

• Quality control to ensure jobs and professionals meet expected industry standards
• Handling, managing and monitoring of complaints
• When required, oversee invoicing of customers and the renewals process