Technical Account Manager II

JOB BRIEF

At GreenSlate, we prioritize our clients' needs, knowing that our customer service sets us apart from the competition. We're looking for an outgoing individual with a passion for technology and a desire to provide an exceptional level of service to join our growing team. You'll be responsible for supporting our VIP clients while maintaining empathy for their needs and providing them with a friendly, positive, and knowledgeable experience. The goal is to ensure that all current and potential users of the company software have the information and tools they need, and an understanding of GreenSlate's green initiative.

WHO WE ARE

GreenSlate is the fastest-growing provider of technology and business solutions for media productions. We provide the most advanced technology for production accounting and entertainment payroll. Our innovative cloud-based platform is evolving the entertainment industry’s back-office by replacing inefficient paper-based processes with digital solutions. The studios, film franchises, independent producers, and content creators we serve benefit from greater efficiencies, better access to data, and cost savings, and they minimize their impact on the environment. GreenSlate offers a full range of payroll, software application, production accounting, tax credit management, ACA compliance & benefits, production insurance, and consulting services. To learn more about the productions we partner with, please visit gslate.com.

WHAT WE EXPECT FROM YOU

• Assist clients with quickly ramping up and getting the most value from our products.
• Meet with new clients to determine setup needs and relay the specifications to Project Setup.

• Perform QA on all completed setups for assigned clients before granting access.

• Provide one onboarding training for new clients.
• Work in the Technical Account Management Intercom pipeline supporting VIP clients via phone and email, with a sense of urgency and exemplary customer service.
• Complete approval flow and access updates after initial setup as well as ensuring setup checklists are updated as needed.
• Assist in dedicated VIP Slack Channels.
• Partner with the Account Manager to meet with clients weekly or biweekly and ensure all aspects of setup, training, and support are completed in a timely manner from prep through wrap.
• Assist the Account Manager with Monthly or Quarterly check-in decks.
• Ensure all information regarding setups and ongoing issues for their dedicated accounts is documented so that others can reference as needed.
• Be a champion for users and collaborate with Product, Engineering, and Design to introduce new features that solve their problems.
• Spread GreenSlate's mission statement and encourage clients to improve their processes and save time by going digital for all payroll and accounting features.
• Assist with QA testing of new software releases.
• Transfer/escalate issues to other team members as required.
• Utilize Intercom help-desk software and Jira to log tickets and resolutions.
• Submit software development requests and bugs to development on behalf of users.

WHO YOU ARE

• Bachelor's degree or higher; or 5 to 8 years of related experience and/or training; or equivalent combination of education and experience
• Customer service experience
• Passion for technology, the environment, and going green!
• The ability to deal with high volumes and work under pressure
• A desire to find the solution, not just finish the task
• Enthusiastic attitude about providing superior customer service
• Excitement to learn the ins and outs of GreenSlate software platforms
• Experience supporting accounting or other business operations software
• Knowledge of production accounting basics is a plus!
• Excellent listening and communication skills
• Focused and detail-oriented
• Advanced knowledge of digital payroll management solutions
• Previous payroll experience
• Proficient knowledge of union/non-union payroll and grossing
• Advanced knowledge of the complete flow of payroll from beginning to end

SALARY RANGE: $85K to $95K

The physical demands that are described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to hear and see. The employee is regularly required to stand and sit/ The employee is regularly required to practice manual dexterity sufficient to operate standard office equipment. Specific vision abilities required by this job include close vision and distant vision. While performing the duties of this job, the employee is exposed to standard office equipment. Occasionally called upon to work hours in excess of the normal daily schedule. The employee may need the ability to lift up to 50 pounds.

GreenSlate is an equal opportunity employer and committed to providing equal employment opportunity to all applicants and team members regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. GreenSlate makes reasonable accommodations for handicapped and disabled team members.

At GreenSlate, we take steps to ensure our customers and applicants remain safe from online fraud and scams. We never ask for credit card numbers, credit reports, or other sensitive information as part of our application process, and we do not require applicants to purchase training or pay a fee. We encourage applicants to do research before engaging in any transaction and never give out their credit card or bank account information to any unknown parties.

GreenSlate is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.

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