Account Manager (Platform Services)

FotoKem

Department: Media Services
Non-Exempt, Full Time

The Company

FotoKem is a sophisticated post-production environment providing dailies, finishing, VFX, and color grading for top studio and independent features and episodic productions. Our Engineering team designs, deploys and maintains systems, with innovative and sometimes one-of-a-kind workflows, for projects shot on virtually every camera technology, from 65mm film to the newest file-based 8K systems.

Latest projects include: Dune, The Batman, Licorice Pizza, Oppenheimer, Aquaman, Better Call Saul

The Role

The Account Manager will be servicing both email and telephone communications to respond to client inquiries, service requests, make sure that the work is delivered on time and to the quality that will satisfy or exceed the client’s expectations and specs and requirements. The applicant must have a minimum of 5 years of Account Manager/Project Manager experience, be able to work in a high stress environment, be extremely organized, and quick to pivot. It is preferred for the applicant to be able to maneuver Google Suite proficiently or at the very least had some exposure to it. You must be available to answer inquiries or anything pertaining to our projects at all times including weekends and evenings and includes but is not limited to, workflow per client request.

Primary Responsibilities

• Must keep up with a high volume of email and telephone communications; answering questions, processing requests, purchase orders, and provide reports, when necessary, in a timely manner.
• Must organize and process emails efficiently; creating email rules, filters, folders, and archives to facilitate the search of past email communications and the timely response of direct inquiries.
• Communicate with Clients to make sure their inquiries, requests and orders are fully understood and answered, providing reports and updates as to the status of their requests as needed.
• Processing Purchase Orders (P.O.) will require Account Manager to research whether or not we have all of the necessary elements to complete the work; if any NEW elements will need to be created or requested from the client.
• Process client P.O.s, translating these into internal Work Orders (W.O.), making sure that the correct, and agreed upon, product codes are used, and providing the basic information required by the production team to be able to find the source assets and to clearly understand the job or service to be executed to satisfy the orders by the scheduled delivery date on the order.
• Monitor email transfer notifications to be able to support the tracking of the incoming and outgoing assets associated with the P.O.s and W.O.s.
• Understanding the client staging, production, and library folders structures on the servers and their associated retention policies in order to inform decisions to move assets to production or for safe keeping.
• Monitor all the W.O.s production schedule to make sure these are completed by the expected delivery date, and provide clients and management with status reports and/or justifications so that they can make arrangements in case there is a delay.
• Work closely with the production team and accounting teams to make sure W.O.s correctly reflect the resources spent to service the W.O. and help close W.O.s so that these can be invoiced promptly and accurately.
• Understanding of basic audio and video terminology describing the different types of source assets and deliverable end products as well as the associated workflows and processes offered by the company.
• Provide detailed “hand-off” instructions for other Account Manager or members of the production team to ensure that W.O.s continue to be serviced and client inquiries resolved in their absence.
• Will be expected to offer help to other team members who might, on occasion, require it.
• Must be familiar with navigating computer file system folder structures, databases, and other search tools to be able to find the necessary source assets required to service the W.O.s.
• Will be tasked with frequent data entry tasks as well as to provide written documentation to support tracking, reporting, and general knowledge base for the department when necessary.
• Work closely with the team to raise awareness on matters that need to be resolved, supporting each other to make sure the quality of the work is maintained, deadlines are met, and that the clients are kept informed.
• All communications to clients and co-workers must always be polite and professional, and must demonstrate a high degree of tact.
• And other duties as assigned.

EQUIPMENT AND TOOLS

• W.O. system to create, clone, modify and search company W.O.s.
• PATH system to find files across multiple production storage servers.
• Vault System to find and keep track of physical assets.
• In-house media production hub to track the progress and completion of the W.O.s parts that are currently being worked on by the production team.
• Open Order List: Standard (OLST) tool in order to keep track of open orders that can be closed for invoicing as well as irregularities that need to be resolved with closed W.O. that the accounting team is unable to invoice.

Work Environment & Physical Activities

• While performing the duties of this job, the employee is regularly required to use hands and fingers, and talk or hear. The employee is required to stand, sit, walk, and reach with hands and arms. The employee may be required to lift up to 10 pounds.
• Duties are performed primarily in an office environment using standard office equipment such as computer, copier, etc.
• The position is currently designated as remote. The company reserves the right to modify the work location in the future based on business needs, which may include a requirement to work from a designated worksite.
• The shift is Monday – Friday from 9am to 5:30pm.

Compensation: In compliance with local law, we are disclosing the expected compensation, or a range thereof, for roles in locations where legally required. $24-$28 per hour.