Technical Account Manager

JOB BRIEF

As a Technical Account Manager at GreenSlate, you will serve as the primary point of contact and technical resource for your assigned VIP clients. You will support them through onboarding, training, setup, QA, and day-to-day needs with a sense of urgency and a commitment to exceptional service. You will work across HubSpot, dedicated Slack channels, and direct client meetings to resolve issues, document setups, coordinate with Product and Engineering on feature requests, and partner with Account Managers to ensure every client is set up for success from prep through wrap. Your deep knowledge of GreenSlate's platform, payroll workflows, and union rules will make you an indispensable resource for the clients and productions you support.

This role is remote within the United States; this candidate must be located in Eastern Standard Time.
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 greenslate.com.
WHAT WE EXPECT FROM YOU

• Work in the Technical Account Management HubSpot pipeline by answering incoming support calls and emails with a sense of urgency and exemplary customer service
• Assist dedicated VIP client Slack channels
• Transfer/escalate issues to other team members as needed
• Assist with new client onboarding meetings and training as needed
• Meet with clients to determine setup needs and relay specifications to Project Setup
• Perform QA of all completed setups for assigned clients prior to access being granted
• Provide one-on-one onboarding training for new clients on all software features
• Complete approval flow and access updates after initial setup, and ensure setup checklists are updated as needed
• 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 dedicated accounts is documented for team reference
• Be a champion of the users and collaborate with Product, Engineering, and Design to introduce new features that solve client problems
• Lead weekly payroll and crew member webinars
• Assist with on-site crew member support as needed
• Assist with UAT testing of new software releases as needed
• Utilize HubSpot help-desk software to log tickets and resolutions
• Submit software development requests and bugs to development on behalf of users
• Spread GreenSlate's mission statement and encourage clients to join us in being environmentally conscious

WHO YOU ARE

• Bachelor's degree or higher; or equivalent combination of education and experience
• Customer service experience
• Passion for technology, the environment, and going green
• 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
• Knowledge of production accounting basics is a plus
• Excellent listening and communication skills
• Focused and detail-oriented
• 2-3 years of related experience preferred
• 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

WHAT YOU CAN EXPECT FROM US

• Compensation that reflects your value: Competitive salary packages tailored to your experience with opportunities for regular reviews and raises
• Comprehensive Benefits: Benefits that go beyond the basics, including a matching 401(k), Employee Assistance Program/mental health support, accident insurance, wellness discounts and perks through the Holisticly platform
• Full-Time Remote Flexibility: Enjoy working remotely with all the tools and support needed to stay connected and productive
• Impactful Work: Be part of projects that make a difference in the entertainment industry, with a direct influence on shaping our future and making tangible change
• A Thriving, Collaborative Culture: Join a team that values open communication and creativity. Quality, Urgency, Innovation, Service, and Collaboration drive everything we do backed by access to leading AI tools so you can work smarter, not harder

SALARY RANGE:

$65K to $75K

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.