Senior Product Implementation Specialist

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools.  The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater.  We are a production’s best ally every step of the way. #OneCastOneCrew

Position Overview
The Senior Product Implementation Specialist is primarily responsible for leading the implementation and configuration of Cast & Crew products for customers, ensuring a seamless onboarding experience. This role involves configuring products, conducting user acceptance testing for customer-specific setups, providing remote implementation support during the initial go-live stages of the project, and delivering end-user training.

Working closely with Customer Success Managers, Product Solutionists, Product Support Team, and the Payroll Team, the Senior Product Implementation Specialist plays a key role in successfully onboarding customers onto Cast & Crew's products. Reporting to the Product Implementation Manager, this position showcases expertise in customer service and technical configuration.

Core Responsibilities • Provide exemplary customer service to a diverse customer base, ensuring their needs are met throughout the implementation process. • Research, resolve, and respond to end-user issues, problems, and questions during the implementation phase, addressing any challenges promptly. • Document customer requirements and enhancement requests, ensuring accurate documentation for future reference. • Act as a liaison between different departments to resolve technical issues, collaborating effectively with cross-functional teams. • Acquire and maintain knowledge of relevant product offerings, current support policies, and support delivery methods to provide accurate technical solutions to users. • Maintain documentation and procedures, sharing knowledge with fellow team members to enhance team efficiency and knowledge sharing. • Assist with user acceptance testing on assigned projects, ensuring smooth implementation and user satisfaction. • Demonstrate a working knowledge and understanding of payroll processes and systems, ensuring efficient configuration and implementation. • Display the ability to quickly learn and apply new knowledge, adapting to evolving product features and enhancements. • Be a self-motivated creative problem solver, thriving in a fast-paced environment to meet project timelines and customer needs. • Undertake other duties as assigned, contributing to the overall success of the product implementation team. Key Qualifications • GED or equivalent is required, showcasing a solid educational foundation. • Minimum of 5 years of generalized experience in a client solutions environment, demonstrating expertise in customer service and technical implementation. • Possess strong customer service and analytical skills, effectively addressing customer needs and technical challenges. • Excellent written and oral communication skills, ensuring clear and effective communication with customers and internal teams. • Ability to work overtime as needed, showcasing flexibility and dedication to meeting project requirements. Preferred Qualifications • A 4-year degree or equivalent experience is preferred, highlighting a strong educational background in a relevant field. • Experience within the Entertainment or other heavily unionized industry is advantageous, showcasing familiarity with industry-specific requirements and challenges. Special Work Conditions • Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.

Benefits 

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents
Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies.  A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location. The compensation range for this position is: $36.00 - $44.00 per hour.

Salary : $36 - $44