Client Advocate Manager

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….

We are looking for a client-focused Client Advocate Manager or a Senior Client Advocate Manager to ensure our clients obtain solutions to their issues and questions, which span a variety of topics and situations. This individual will assist our clients by providing guidance, initial response and routing to the right functional area within EP. This person will be responsible for tagging the type of issue, assigning the appropriate severity and priority, and distributing it to the correct person or department. This role will need to understand our products and client use to be able to identify needed relevant information and append, when appropriate, in order to expedite resolution by the ultimate solutions provider. In some cases, the Client Advocate may assist the client directly by providing information or documentation directly upon triaging the case. This individual will collaborate with department leadership to refine processes as needed to achieve the corporate goal of FCR as well as improved client satisfaction and ultimately client retention.

KEY RESPONSIBILITIES

· Review and categorize incoming cases, assigning to a user, department, queue or resolving directly.

· Analyze issue and assign severity and priority.

· Resolve support cases involving known issues or procedures described in published documentation with emphasis on first contact resolution including direct verbal/written communication with clients.

· Understand overall and client-specific SLAs & OLAs and ensure the achievement through timely review/follow up on cases assigned to departments and or queues.

· Gather necessary technical data to begin support, including detailed problem descriptions.

· Match customer problem descriptions to EP guides, known issues, and FAQs.

· Educate and review Self-help content with clients and attach to cases for later reference.

· Identify when an issue does not include enough information to resolve and request additional information before sending forward for resolution.

· Apply technical knowledge and trainings to improve procedures and documentation.

· Continue learning through case management and customer interaction and become an EP evangelist.

· Review performance data to ensure highest possible FCR, case open speed, and case distribution speed, first owner resolution.

· Identify cases not meeting defined SLA or OLA and escalate as needed.

· Raise process and personnel opportunities to management and make suggestions for improvements.

· Additional duties as assigned.

JOB REQUIREMENTS/QUALIFICATIONS NEEDED

· Communication, client first, focused on resolution and delighting customer.

· Strong NPS/CSAT focus.

· Knowledge of and experience in troubleshooting, analyzing and resolving client issues.

· Knowledge of call center metrics and performance standards preferred (required for Sr. Mgr).

· PC skills (MS Word, Excel, PowerPoint).

· Experienced in Salesforce including report building.

· Creative client focused problem-solving skills with high degree of diplomacy.

· Knowledge of general business and management principles.

· Ability to demonstrate professional demeanor under various circumstances.

· Motivated, goal oriented and persistent.

· Strong written and verbal communication skills.

· Ability to collaborate and work with team and other departments effectively.

· Ability to influence and rally internal owners and stakeholders to deliver for client; hold others accountable.

· Ability to influence multiple audiences.

· Deep knowledge of entertainment industry Support, Account Management, Payroll Operations and Technical Services.

· 5+ years (7+ for Sr. Mgr) previous experience in Client Operations, preferably in a Support, Client Success Management or Account Management role.

· 2+ years’ (3+ for Sr. Mgr) experience in Entertainment Payroll, Client Service or other highly visible, cross-functional role.

· Action-oriented, never letting great be the enemy of the good.

· Collaborative and able to quickly develop strong, productive and collegial relationships.

· BA/BS in an applicable discipline or equivalent relevant experience.

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 salary range for this position is $100,000 – $125,000 and is commensurate with experience related to the position.

Entertainment Partners