New York, New York
You are passionate about photography, software, data & project management: this job is for you.
Industrial Color is looking for a passionate Client Solution Team Lead to join & manage our Customer Success team. This role will be located at our office in New York City, leading the technical support of our clients.
We are looking for someone to help us lead our Client Solution team, managing team members directly and through a matrixed organization, simultaneously you will handle complex technical requests with clients directly . You will be responsible for building strategic relationships, prioritizing process and technology improvements and executing on assigned projects . You will be integrated with the Client & Production support teams to support various client team members. The ideal candidate would have experience in data analysis, project management, digital photography, asset management and creative production workflow.
Mentor & lead a team of Client Success team members split between NYC & LAX
Be responsible for achieving KPIs, quarterly goals & career objectives
Manage escalation & questions from team members & clients
Evaluate, prioritize and measure the success of multiple concurrent projects; ranging from data analysis, individual client technical questions, client project requests and platform product improvements
Help create and implement improved workflows across multiple teams [client facing & internal]. Ensure that partner team members are engaged in workflow & responsibilities
Manage daily inbound client requests; prioritize and review with CS team members, manage interactions with various internal team members to complete tasks
Assist with recommendations that streamline client requests including how to triage, derive solutions and deliver client communication
Advocate for the client as needed by gathering and sharing product feedback with our product management
Managing client accounts and creative production / asset management workflows across multiple industries (we primarily serve media and entertainment, fashion retail, photo production, and advertising.)
Provide production support services including; content management, image processing, metadata tagging, file renaming, approval gallery management, etc.
Ensuring internal alignment on account strategy with the Account Management team
College degree in related field; Mathematics, Operations, Photography, other
1-3 years of management or team leadership responsibilities
Photography Digital Technician support; Adobe Photoshop, Adobe Bridge, CaptureOne, FileMaker. Process recipes & curve setting experience required
Strong technical savviness and know-how; including SQL, Python, R (or other statistical computing languages), excel
Digital Asset Management experience; familiarity managing large libraries of photo & videos (taxonomy)
Personable, reliable and highly organized
High energy to grow and learn in a fast-growing company
Use of project management & reporting systems; Jira, Lucid and Tableau
Experience supporting SaaS software platforms
Industry experience in media, video, photography production (studio & on-set), workflow desirable
Exposure to taxonomy and metadata design & implementation
Salesforce, Microsoft Suite, G-suite, OSX exposure
About Industrial Color Brands
Industrial Color Brands partners with top brands, agencies, and creative professionals providing a full range of essential production services. For over 25 years, Industrial Color Brands has lead the industry by delivering innovative, state-of-the-art digital production and post-production solutions to our clients.
Our group of vertically integrated companies Industrial Color Studios, Fast Ashleys Studios, Smashbox Studios, Industrial Color, Impact Digital, and globaledit offers end-to-end services including eCommerce photo studio facilities, photo and video capture, retouching, post-production, and creative workflow solutions. We serve the fashion, retail, advertising, media and entertainment industries worldwide.