Job Description

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 Overview

The Client Relationship Associate owns the day-to-day relationship for an assigned book of Live Entertainment client accounts after the point of sale — serving as their point of contact, monitoring account health, and driving open items to resolution. This role also includes the account management software and reporting activity behind those accounts, ensuring account data, tickets, and status reporting are accurate and current. This is a post-sale role: it does not include market research, prospecting, or new business development — the full scope is managing and growing the relationship with clients the company has already signed.

This role suits a relationship-oriented, detail-driven individual who is equally comfortable on a client call and inside the Cast & Crew internal systems - someone who can build trust with clients while keeping the data and reporting behind those relationships airtight.

Core Responsibilities

Client Relationship Associate

• Serve as the day-to-day point of contact for an assigned book of client accounts, building rapport and responding to client questions and requests.
• Conduct regular check-ins with clients to confirm satisfaction, surface concerns early, and identify opportunities to strengthen the relationship.
• Own resolution of client issues and escalations for assigned accounts, looping in the appropriate internal team and following through to resolution
• Support client retention and renewal conversations by tracking key account milestones and flagging at-risk relationships to leadership.
• Partner with operations to ensure a smooth onboarding experience for newly signed clients and coordinate internal readiness.
• Coordinate with Sales on client account configurations (e.g., Reporting+ EA access), confirm outcomes, and ensure appropriate internal follow-through.
• Gather and relay client feedback to internal teams to inform product, service, and process improvements.

Account Reporting & CRM Management

• Maintain accurate, up-to-date account records in the team's HubSpot CRM, including ticket status, communication history, and ownership records through to completion.
• Generate recurring and ad hoc reports on assigned accounts — activity, open items, and account health — for leadership visibility.
• Coordinate with the Ad Hoc reporting team on research and reporting requests for assigned accounts, tracking submission and delivery timelines, and confirming outputs are reviewed before client delivery.
• Maintain a clear account activity log for each assigned client, giving internal stakeholders and leadership current visibility into account status.
• Monitor and triage shared team inboxes daily, ensuring timely acknowledgment, routing, or resolution of client-related correspondence.

Internal Coordination & Account Readiness

• Lead weekly and ad hoc internal coordination meetings with cross-functional stakeholders (operations, reporting, billing) to review account status and confirm readiness ahead of client touchpoints.
• Confirm that all open updates for assigned accounts — product configurations, reporting changes, service adjustments — are completed or actively in progress before scheduled client interactions.
• Coordinate with Payroll, AR, System Support, and Setup as needed to resolve account issues and support client requests.
• Track open product questions for assigned accounts, surface client feedback internally, and follow up on resolution timelines.

Required Qualifications

• 2-4 years of experience managing client relationships directly, ideally in an entertainment, production, or services environment.
• Hands-on Client Management Software experience (HubSpot & Salesforce preferred), including data hygiene and reporting.
• Strong written and verbal communication skills, with the ability to build client trust and manage difficult conversations professionally.
• Highly organized, with the ability to manage multiple client accounts and workstreams simultaneously without losing detail.
• Comfortable working cross-functionally across Sales, Payroll, AR, System Support, and Setup teams.
• A proactive, ownership-oriented approach to identifying and resolving account issues before they escalate.
• Hands-on experience using AI tools within your discipline — able to speak to specific tools used, workflow integration, and measurable business impact — with a drive to continuously experiment with and apply emerging AI capabilities.

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.

#LI-AL1

#LI-REMOTE

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: $80,000.00 - $96,000.00 per year.