Account Management Lead - POP Production Portal

POP is the UK’s leading FilmTech startup. Recently acquired by Entertainment Partners with offices based in London & New York City. Over the past six years our game-changing, cutting edge technology has cast, booked and paid background artists on box office blockbusters such as; Spectre, The Crown, Star Wars VII: The Force Awakens, Wonder Woman, Darkest Hour and many more - we are not stopping there!

Recently acquired by US business Entertainment Partners, we’re powering ahead with our goal to revolutionise the industry with our vision is to create a smarter fairer future for entertainment. This is an incredible time of growth and change for POP. We are growing our Customer account management and support team in the UK to introduce cutting edge technology to the world of Film & TV. Our aim is to take this industry to the next level with efficiency and replace the manual processes of the past with future facing technology.

We are focused on delivering great user value to productions, casting agents, artists and crew by removing the headache of friction-filled on and off set processes. We are looking for an Account Management Lead to join our fabulous team and help us maximise our growth opportunities with our new and existing clients.

Job description

The Account Management Lead is responsible for managing a team of account managers and customer support specialists focused on enabling growth and adoption of the POP platform with new and existing clients and overseeing product training and support in a high growth environment.

The role will develop and implement initiatives to improve client experience on the platform, overseeing onboarding accounts, customer education, inbound support queries, and optimising for scale and efficiency.

The role will work closely with the Customer Success team to optimise client experience, leading to successful renewals and potential for new business across accounts. Through the initial phases of business growth, the role includes hands-on direct client ownership and requires a ‘leading from the front’ ethos.

Responsibilities

  • Leading a team of account managers and client support specialists responsible for client onboarding, ramping product adoption, training and technical support, to deliver client growth and satisfaction while maximising operational efficiency.

  • People management; provide day to day guidance and oversight of the team, motivate individuals and teams for high performance and continual development. Coaching and performance management.

  • Lead from the front: manage own portfolio of client accounts and be the face of POP to them, delivering outstanding client experience of account management and support, contribute to growing NPS targets and motivate your team to do the same.

  • Develop operational excellence in POP’s customer support service. Ensure efficient and effective service at scale, implementing best practice processes to deliver against support KPIs such as resolutions, productivity and client satisfaction.

  • Optimise client training and education programmes for the Production Portal to increase levels of self sufficiency of clients and reduce overall demand for support.

  • Optimise and implement client onboarding and product ramp programmes that provide immediate and continued value to clients and drive long-term account satisfaction and growth, whilst aligning with POP’s product capability and business strategy.

  • Proactively identify areas of potential growth or risk and act on them. Monitor account health and renewal timeframes, KPIs, product adoption rates, provide monthly insight to clients and Customer Success teams on trends and usage to support and promote upsell opportunities.

  • Lead with a data driven approach to optimise systems, processes and outcomes across your domain. Oversee the implementation of automation and processes that sets the company up for high growth and scalability. Maintain an ethos of continual improvement to ensure all work is being delivered in a timely, cost effective manner.

  • Work with Sales and Delivery teams to facilitate a seamless client experience, ensuring a smooth ‘go live’ and introduction to the platform. Deliver product demos to high-level clients.

  • Contribute to the development of company goals, growth and profitability targets by being an active member of the POP team and culture.

What you need for this role

You

  • Working in a fast-paced, entrepreneurial, results-oriented culture REALLY excites you, you are the type of person who is always shooting for the moon and learning along the way. You love people and thinking of ways to get the best out of them.

  • Experience of leading client support team in a SaaS business - you will have led a client support team within a technology (ideally SaaS) company, ideally throughout a time of high growth, and will be excited about using that experience to help POP navigate the challenges of radical scaling in training and support.

Clients

  • Be the face of POP both internally and externally. You have the ability to understand client requirements, develop and guide their thinking to identify financial measures of success. Always bringing a positive and proactive approach - aiming to achieve objectives in the most efficient way.

  • People Leadership: You have demonstrated people and project leadership skills in formal and informal environments. You will have experience in leading teams in setting ambitious goals and delivering outstanding results.

Analysis

  • You love data! You have created processes to drive / track consistent engagement along with gathering relevant information when you see fit - you notice relationships between different pieces of information, reasons from cause to effect and generate effective solutions to practical problems.

  • Awesome at building relationships – You have the ability and willingness to develop a range of productive relationships both inside and outside the team, you enjoy getting the best out of people!

Organising people and workload

  • You enjoy being creative with resources (people, funding, and support) to achieve a project or task.

  • Industry Awareness – An understanding of the processes and issues relevant to the Film industry. This ranges from job knowledge to an appreciation of complex issues and trends that may arise, being sensitive to them but confident in finding the best solution.

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