Film & Television Implementation Specialist III

Wrapbook

1d•Remote

About The Position

Wrapbook is hiring an Implementation Specialist to onboard Film and TV clients onto our platform, ensuring a seamless transition from sales to their first payroll. In this role, you’ll take ownership of the entire onboarding process, fostering strong client relationships and ensuring Wrapbook is implemented effectively to meet their long-term business needs. Acting as the “quarterback,” you’ll collaborate with internal teams—including Labor Relations, Product, Operations, and Customer Success—to address each client’s unique requirements, from contract configuration, platform set up to hands-on training. After a smooth well-organized onboarding process, you’ll partner with the Customer Success Manager to execute the client’s first payroll seamlessly and transition them to ongoing support. We’re seeking a highly organized, proactive individual who thrives in dynamic, collaborative environments. You excel at managing multiple projects simultaneously, solving complex problems, and delivering outstanding client experiences. Your ultimate goal is to ensure clients are onboarded efficiently, accurately, and positioned for long-term success with Wrapbook.

Requirements

Bachelor’s degree or equivalent experience
Experience in Film and TV entertainment payroll onboarding and the ability to speak fluently to union and non-union workflows
Previous project management experience, with the ability to juggle multiple priorities
Excellent verbal, written, interpersonal, presentation, and organizational skills
Strategic thinker with adaptability to change and problem-solving expertise
Proficiency in tools like Google Suite, Zoom, Notion, Salesforce, and other collaboration platforms

Nice To Haves

Experience with the Wrapbook platform is a plus

Responsibilities

Client Onboarding Program Management: Own the onboarding process from sales handoff to the client’s first payroll, ensuring clients are fully trained and equipped to use Wrapbook effectively.
Customer Communication: Serve as the client’s primary point of contact during onboarding, maintaining proactive, clear communication, setting expectations, and meeting deadlines.
Cross-Functional Collaboration: Work closely with internal teams—including Labor Relations, Product, Customer Success, and Operations—to ensure client setup is accurate and tailored to their needs.
Mapping current workflows to Wrapbook: Understand the competitive landscape and how other entertainment payroll providers software differ from Wrapbook. Explain to customers how to perform the same function with Wrapbook.
Platform Setup: Partner with internal teams to configure client contracts and platform settings to meet business requirements.
External Training & Enablement: Provide comprehensive training to clients on Wrapbook’s platform, bringing in subject matter experts as needed for additional guidance.
First Payroll Execution & Handover: Collaborate with the client and their Customer Success Manager to process the first payroll accurately and efficiently. Transition the client to ongoing support once onboarding is complete.
Documentation & Standardization: Develop and maintain standard operating procedures, checklists, milestones, and documentation to ensure consistency and efficiency in the onboarding process.
Escalation Management: Address critical issues promptly, ensuring timely resolution while maintaining a positive client experience.
Continuous Improvement: Collect client feedback during and after onboarding through surveys and other channels, sharing insights with relevant teams to refine processes and improve future experiences.
Additional Responsibilities: Take on other duties as assigned to support onboarding and client success initiatives.