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 OverviewThe Product Implementation Specialist is primarily responsible for implementing and configuring of Cast & Crew products for customers which includes customer workflows, approval levels, form mappings, and account code setups. The role consists of configuration of products, user acceptance testing for customer specific configurations, remote implementation support during the initial go live stages of the project and end user training.
The Product Implementation Specialist works closely with the Customer Success Managers, Product Solutionists, Product Support Team, and Payroll Team to on-board customers. The position will report to the Product Implementation Manager.
Core Responsibilities
- Providing exemplary customer service to a diverse base of customers.
- Research, resolve, and respond to end-user issues/problems/questions during the implementation phase.
- Document customer requirements and enhancement requests.
- Act as liaison between other departments to resolve technical issues as needed.
- Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery in order to provide technically accurate solutions to users.
- Maintain documentation and procedures and share knowledge with fellow team members.
- Assist with user acceptance testing on assigned projects.
- Working knowledge and understanding of payroll processes and systems.
- Ability to quickly learn and apply new knowledge.
- Self-motivated creative problem solver who enjoys a fast-paced environment.
- Other duties as assigned.
Key Qualifications
- GED or equivalent required.
- 5+ years of generalized experience in a client solutions environment.
- Strong customer services and analytical skills.
- Excellent written and oral communication skills.
- Ability to work overtime as needed.
Preferred Qualifications
- 4-year degree or equivalent experience preferred.
- Experience within the Entertainment or other heavily unionized industry.
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.
We take care of our people.
When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts. We’re committed to helping you thrive, professionally, and personally.
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: $30.00 - $40.00 per hour.
Skills Required
- GED or equivalent
- 5+ years of generalized experience in a client solutions environment
- Strong customer service and analytical skills
- Excellent written and oral communication skills
- Ability to work overtime as needed
- Four-year degree or equivalent experience
- Experience within the entertainment or another heavily unionized industry
What We Do
There’s nothing more exciting than a live event, and there’s no better way to reach an audience than with a well-made commercial. With our modern solutions and responsive approach to customer success, CAPS is here to simplify productions, no matter what our customers’ goals are. CAPS joined the Cast & Crew family in 2016 and continues to provide forward-thinking workflow solutions to the Commercial, Music Tour, and Live Event industries. Our passion for thrilling experiences is matched only by our expertise in helping to make them happen. From understanding tax incentives and workers' compensation to payroll solutions and productivity enhancements, we’re here to help, every step of the way. In the ever-evolving arena of commercials, live performances, exhibitions, and venues, we understand how to navigate the unique landscape. Our wide breadth of experience is complimented by our specialized knowledge base, industry expertise, and tailored software. These tools help us deliver the personalized service our customers need.
