Account Manager, Casting

TCS' mission is to empower creative talent and streamline the content creation process for projects in film, television, commercials/branded content, social media, theater, music video, video games, and more. We provide solutions that manage the entire project lifecycle, including talent discovery and staffing, production, post production, and distribution.  Our brands include Backstage, Coverfly, FilmFreeway, Final Draft, ShareGrid, and Voice123.

TCS is the creative services division of Cast & Crew, a family of individually innovative companies modernizing the ways in which content is created.

The Role:

Backstage is seeking an Account Manager to help our clients achieve a successful experience hiring cast and crew on our talent-marketplace platforms (Backstage, Mandy, and StarNow). Our account management team consists of seven account managers who are specialized in understanding the needs of casting directors, producers, and employers that are seeking the best on-screen and behind-the-scenes talent for their productions. The team's primary focus is on retention, support, and providing top-quality service for our existing clientele. The account management team is part of Backstage’s larger Casting Department, which includes business development executives, casting editors, website admins, content-verification specialists, and customer service representatives working across nine different countries – all specialized in the hiring and casting needs of creative projects. We value autonomy and collaboration equally, and foster a culture where we trust our team members execute on their own volition, while working collaboratively towards mutual goals.  

As an Account Manager within the Casting Department, you will be building and expanding relationships with the clients who post the most high-profile, trustworthy, and top paying job listings and casting calls on the Backstage, Mandy, and StarNow platforms. Our clients include production companies, directors, brands, agencies, and content creators who are staffing projects for film/tv, commercials, theater, marketing campaigns, and more. You will be helping these employers and creative professionals to navigate and optimize their experience on the platform through education, consultative problem solving, and in-depth knowledge of the casting process and our product offerings that best fit their needs. An ideal Account Manager will provide a customer experience that transforms clients from occasional users into highly engaged brand advocates.

The Account Manager will report to Backstage’s Senior Account Manager.

What You’ll Do:

• Leverage a CRM, data, research, and cross-team collaborations to identify top value-added clients
• Proactively develop and foster trusted relationships with key users; become their trusted advisor on the intricacies of the marketplace, cast + crew hiring, and how to conduct professional casting processes and best utilize the platform
• Assist with onboarding new users; utilize expert knowledge of client needs to identify and solve their hiring problems, helping them with their casting and hiring process to ensure they have a successful experience
• Educate clients on advanced tools that can generate greater product adoption and engagement, and demo product offerings that optimize their inbound talent pipeline and turn them into expert users of the casting platform
• Monitor platform-usage of clients, and identify opportunities to regain lapsed clients through consultative problem solving
• Identify, tag, upgrade, improve, and highlight top-quality casting/job opportunities for collaboration across our casting verification, business development, editorial, and marketing teams 
• Leverage your expert understanding of casting and crew-hiring processes to act as an internal and external resource to help advise on questions from internal teams and customers, included related best-practices and industry trends
• Gather and share user feedback and case-studies with the product team to inform and guide future product and process improvements

What we’re looking for from you:

• Experience working with casting directors, producers, directors, creative directors, talent agents, and/or marketing/advertising agencies preferred
• Demonstrated experience in an Account Management, Business Development, or Client Success role; high-velocity B2B SaaS tech or marketplace experience preferred
• Deep customer empathy; you enjoy solving customer pain points and needs 
• Technical acuity; must be able to to understand, utilize, and explain our online casting/hiring technology
• Ability to translate technical language to a non-technical audience
• Experience with customer support and segmentation, and strategizing effective communication and positioning for each unique segment
• Strong analytical skills; you are able assemble and interpret data, create executive summaries, and deliver actionable insights
• Advanced written and verbal communication skills that can be tailored to suit a variety of individual personalities and levels of seniority
• Excellent project management skills; you are able to work autonomously, maintain detailed records, and be attentive and responsive to client communication
• Proven ability to solve a wide variety of unstructured challenges