Customer Success Manager

Filmhub

Filmhub

Administration
Remote
Posted on Thursday, May 30, 2024

About Filmhub? 🎬

Filmhub is where modern filmmakers distribute their titles directly to streaming services – without giving up rights and without the middlemen of the traditional industry. Founded by Hollywood composer and innovator Klaus Badelt and Silicon Valley entrepreneur Alan d’Escragnolle, Filmhub takes the entire distribution process online. Filmmakers list their titles and Filmhub's Channel Partners – such as Amazon Prime Video, Freevee, The Roku Channel, rlaxx TV, TCL, Tubi, Xumo, and Plex – use the platform for discovery, automated licensing, asset fulfillment, and payment processing.

What's the opportunity? 🤔

At Filmhub, you’ll be an Acquisitions Executive - someone who works directly with our content providers, from first-time filmmakers and producers to the industry’s most notable distribution and production companies, through every stage of their journey. You’ll be establishing a book of business for new Filmhub clients, driving the acquisition of titles, upselling subscriptions, and providing ongoing client support.

As we continue to grow our client base, we face new and exciting challenges. Each client we bring on has their own unique perspective and understanding of the distribution space so we need a customer success rockstar to ensure our clients have all the support, resources, and knowledge to effortlessly submit titles and get the most out of their relationship with Filmhub.

Success in the role involves overserving our clients to establish a world-class experience, drive the acquisition of new titles, and upsell clients into paying subscriptions. This is done by identifying opportunities through data insights, getting ahead of potential pain points, quickly and succinctly addressing issues/points of confusion, and helping to develop resources and product improvements to better support client needs.

What will I be doing? 💡

You will drive the acquisition of new titles and growing subscription revenue through targeted engagement campaigns, ongoing and timely support, and education and sales initiatives. The right candidate will be comfortable handling a large volume of clients and will be driven to over-serve everyone.

Key responsibilities include:

  • Having a fundamental understanding of (1) Filmhub services, processes, and technology, (2) client persona types (expectations, challenges, knowledge level), and (3) industry overview (distribution process, competitive landscape, industry standards)

  • Building a book of business from a high volume of inbound clients (with the freedom to bring in outbound leads). In 12 months you will have developed a book of business of 1,500+ clients and are consistently acquiring 150+ titles each month.

  • Engaging and supporting clients through a high volume of emails sent (400-500), meetings held (10-20), and tickets answered (80-120) per week.

  • Identifying, improving, and sharing internal and external resources to help streamline processes to enable the acquisition of titles and mitigate support needs and ticket volume.

  • Becoming a Filmhub Brand Ambassador - providing product demonstrations and education through individual and group presentations.

  • Comfortably and confidently upsell clients into our Distribution Plus and Pro relationship levels thus driving subscription revenue and providing them the accompanying elevated services.

What skills do I need?

  • Time Management—Consistently manage a high volume of activity (emails, meetings, tickets) without getting overwhelmed.

  • Empathy—The ability to understand and empathize with clients’ concerns and challenges is essential for building trust and strong relationships.

  • Metrics Obsessed - You are obsessed with meeting and exceeding your daily, weekly, and monthly goals.

  • Problem-solving - Must identify issues and find creative solutions to meet client needs and expectations.

  • Product Knowledge - A deep understanding of Filmhub’s technology and services to effectively address client inquiries, provide guidance, and offer relevant suggestions.

  • Adaptability - The ability to adapt to changing circumstances, such as new client requirements or product updates.

  • Communication - Strong verbal and written communication skills are essential for effectively interacting with clients, understanding their needs, and conveying solutions clearly.

Technical Skills

  • Data Analysis - Basic proficiency in data analysis tools (e.g., PopSQL, Microsoft Excel, Google Sheets). If you’re not versed in SQL, we’ll teach you!

  • CRM (Customer Relationship Management) Systems: Proficiency in using CRM software (e.g., Salesforce, HubSpot, Zendesk). We use HubSpot.

Filmhub, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, gender identity, national origin, veteran, or disability status. We will not tolerate discrimination or harassment based on any of these characteristics.