Position Overview

The Product Implementation Specialist is responsible for conducting the implementation and configuration of Cast & Crew products for external customers. The role consists of requirements analysis and documentation, configuration of products, user acceptance testing for customer specific configurations and onsite implementation support during the initial go live stages of the project.  The Product Implementation Specialist will be focused on providing a single source for clients to field and resolve all issues related to technology tools and processing needs during the implementation process. The position will report to the Manager, Implementation & Training Services

The Product Implementation Specialist is primarily responsible for interfacing with customers to develop their requirements for such things as workflow, approval levels, form mappings, and account code setup. The role will then implement or work with the Product Support team to implement the customer’s configuration. This role will manage the project end to end with a customer, providing onsite and remote product support during all phases of the implementation, including post-go live. The products that the Product Implementation Specialist will be responsible for knowing include, Start+, Hours+, Studio+, PSL+, PO+, CAPS+, and other applications as assigned. This role will work to ensure quick response, timely escalation, and accurate resolution to customer issues as it relates to implementation, requests for changes, and product level support.  To most effectively carry out this responsibility, the Product Implementation Specialist will need application configuration and payroll / accounting operations knowledge, preferably in the Entertainment industry. 

Essential Functions

Product Implementation Specialist is responsible for and/or oversees the following activities: 

  • Provide exemplary customer service
  • Project timeline and task management
  • Document customer requirements and obtain approvals
  • Implementation and configuration of the Cast & Crew core products such as (but not limited to) Start+, Hours+, CAPS+, and PSL+
  • Research, resolve, and respond to end-user issues/problems/questions during the implementation phase
  • Act as product liaison for major products, working with other departments to solve 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
  • Assist Manager in maintaining documentation providing guidelines in procedures and operation practices to fellow team members
  • Lead and complete special projects on occasion that involve end user as assigned by Manager
  • Assist with application testing as needed
  • Continually deliver timely attendance and high quality of work

Core Competencies  

Client Service

  • Customer focus including effective listening in order to understand the needs and requirements of internal and external customers
  • Develop and maintain positive working relationships with fellow employees, customers, and clients
  • Ability to communicate to a broad, diverse set of customers/clients in a way that addresses their issues or problems in a calm, constructive manner

Production Payroll Operations

  • Working knowledge and understanding of current production payroll processes
  • Can quickly and accurately identify and resolve/mitigate processing issues and problem areas
  • Demonstrated ability and history of providing excellent client service
  • Know when and how to properly escalate issues for resolution, and demonstrate the ability to follow-up to ensure issue was resolved accurately to its finality

Payroll Systems and Applications

  • Ability to quickly learn and apply new product functionality in a production environment. Systems will include, but are not limited to, Start+, Hours+, CAPS+, and PSL+
  • Understands technical aspects of the system and can properly apply this knowledge to identify and resolve system-related issues

Planning and Organizing 

  • Ability to multi-task, organize work, prioritize, and determine what work needs to be done, and by when
  • Creative problem solver who is extremely well organized and accustomed to maintaining meticulous records

Accountability

  • Takes full responsibility for outcomes
  • Exhausts all avenues to complete assignments
  • Follows through on commitments and agreements
  • Assumes personal ownership and does not blame or justify

Requirements

  • Minimum education preferred: Bachelor’s degree
  • Three to Five years of generalized experience in a client solutions environment, ideally within the Entertainment or other heavily unionized industry
  • Strong customer services and analytical skills
  • Excellent project management skills
  • Knowledge of project management methodologies (PMBOK) a plus
  • Must have the ability to multi-task, organize, and prioritize in order to meet deadlines while maintaining attention to detail
  • Knowledge of standard office procedures and practices
  • Exposure and demonstrated ability to use Microsoft Office (Word, Excel, PowerPoint)
  • Intermediate to advanced level skills with computers
  • Excellent written and oral communication skills including the ability to compose clear and concise grammatically correct letters, memos, proposals, etc.
  • Self-motivated, must be able to work independently
  • Goal and people oriented
  • Ability to maintain positive attitude

Physical Demands

  • The position is performed within an office environment and duties are primarily performed behind a desk. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via email. They move about within the facility in which their desk is located to access file cabinets, documents, office machinery, and other equipment.

Cast & Crew is an equal opportunity employer that is committed to inclusion and diversity. 

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/

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