Senior Project Manager, Customer Success
Description
At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights.
THE POSITION
In this remote role, you will work with a wide range of clients in Media and Entertainment to help them build and improve their Production Pipelines through custom software tools and integrations. As the Senior Project Manager, Customer Success, you will liaise between our clients and our internal GPL Team. You will manage projects, lead client training and on-boarding, and maintain client relationships. Your mission is to work closely with clients, understand their user stories, and translate them into efficient artist workflows in collaboration with the Software Services development team. You will work on a variety of projects across a range of disciplines, collaborating with engineers, artists, developers, producers, and operations experts. You will bring your years of experience and passion for the industry to the team, collaborating to identify current production needs as well as anticipate new opportunities down the road. Specifically, you will:
- Provide or schedule product and workflow setup/training and ongoing client support, conduct client health checks, identify opportunities to expand relationships, up-sell/cross-sell new products or services, and maintain an elevated level of influence over the client lifecycle.
- Ensure that customers derive maximum value from their engagement with the GPL Software Services Team; have successful project engagements, identify new opportunities, and educate clients on all GPL core services.
- Participate, collaborate, and contribute to the team roadmap.
- Develop a comprehensive understanding of typical business/production challenges faced by clients and common objectives to appropriately map GPL solutions.
- Monitor customer projects, usage data, health indicators, and growth opportunities and translate into strategies for success.
- Manage and collaborate interdepartmentally to resolve at-risk client escalations.
- Contribute thought leadership and best practice, both internally and externally, around new production workflows, tools, and industry trends.
- Maintain opportunities and client notes in GPL CRM and/or support ticketing system.
- Work with the team to document internal processes, workflows, tools and training methods.
- Lead client and internal team collaboration.
- Respond to partner and customer inquiries in a professional and prompt manner.
- Build strong client relationships for repeat business.
- Identify new client opportunities for GPL Services.
- Contribute to the internal training and development of the GPL team.
You must have expert level skills in Shotgun/Shotgrid Software and 5+ years’ experience in Animation and/or Visual Effects Production Management, and be able to work 8am-6pm PST. While not required, you will strengthen your application with (a):
- Deep knowledge and passion for production, pipeline, and workflows.
- Well-founded opinions about pipeline and how to solve common challenges (as well as how NOT to solve them).
- Willingness to hear other insights and opinions – even when they contradict your own.
- Hunger to continue learning new software, technology, and workflows
- Familiarity of NIM, F-Track, FileMaker
- Experience in DCC software like Maya and Nuke
We provide a competitive compensation package, including health benefits for full-time employees. Our belief in work-life balance aligns well with our very liberal vacation and personal time policy. Above all, you'll be a part of a talented team of people serving a vibrant and exciting community of creative media companies around the globe.
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