Revolution Entertainment Services · 2 months ago
Director of Product Support
CA, Burbank, US
Full-time
Hybrid
Director/Executive
$85K/yr - $140K/yr
7+ years expRevolution Entertainment Services is seeking a Director of Product Support to oversee technical support and drive customer success. The role involves developing support strategies, managing a high-performing team, and implementing analytics systems to enhance customer experience.
AccountingSoftware
Responsibilities
Oversee technical support for products and integrated accounting solutions
Develop comprehensive knowledge base, documentation, and self-service resources
Implement advanced support tools and automation to improve efficiency and customer experience
Create escalation procedures for complex technical issues involving payroll, accounting, and production management
Partner with Engineering on bug prioritization, feature requests, and product improvements
Implement robust analytics and reporting systems to track support metrics and customer health
Analyze support trends to identify product gaps and improvement opportunities
Drive continuous improvement initiatives based on customer feedback and industry best practices
Develop scalable onboarding processes and manage relationships with key enterprise accounts
Create customer advisory programs and feedback loops to drive product innovation
Implement customer health scoring and early warning systems to prevent churn
Stay current with industry trends, software integrations, and emerging technologies
Participate in presales process including product demonstrations, needs analysis, and scoping meeting representing Revolution’s Support team
Develop and execute product support strategies aligned with business objectives and customer needs
Build and scale the product support organization with a focus on proactive customer success
Partner with Product, Engineering, and Sales teams to influence product roadmap based on customer feedback and support insights
Establish KPIs including customer satisfaction, resolution times, and retention metrics
Build Support mid- and long-term Support roadmap aligned to Revolutions strategy
Recruit, hire, and develop a high-performing team of product support specialists
Create training programs for industry workflows, accounting processes, and technical product knowledge
Implement career development pathways and mentorship programs for team members
Qualification
Required
Bachelor's degree in Business, Technology, Accounting, Film Production, or related field
7 years of experience in product support, customer success, or technical account management
3 years of management experience leading multi-product support teams
Understanding of entertainment industry accounting practices and production workflows a plus
Experience with SaaS platforms, APIs, and software integrations
Proficiency with support tools (Zendesk, Salesforce, Jira, etc.)
Knowledge of payroll systems, time tracking, and HR management software
Familiarity with entertainment industry unions, contracts, and compliance requirements a plus
Proven track record of building and scaling customer-facing organizations
Exceptional communication skills with ability to present to C-level executives
Strong analytical and problem-solving capabilities
Experience managing remote and distributed teams
Customer-centric mindset with passion for delivering exceptional experiences
Preferred
Experience with payroll companies or production service providers
Knowledge of film/TV production processes, budgeting, and post-production workflows
Background in accounting software, ERP systems, or financial technology
Experience with data analytics platforms and customer intelligence tools
Professional certifications in customer success or project management
Prior experience in Salesforce Service Cloud
Knowledge of entertainment industry workflows and processes
Company
Revolution Entertainment Services
Revolution Entertainment Services provides software application that specializes in payroll, accounting, employee production and finance.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Charlie Steiner
Founder & CEO
Sukhi Pabla
Co-founder / President
Company data provided by crunchbase