Customer Success Manager

This is a Full Time Job

Location: Burbank, California, United States; Orlando, Florida, United States; Seattle, Washington, United States

Job Summary:

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world-a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences - and we're constantly looking for new ways to enhance and protect these exciting experiences.

Customer Success Managers wear many hats and every day looks different, as our users' use cases are varied and so are the tools they're using. Our commitment is to the end user, so we flex to provide support to ensure their success. You might spend the morning advising a Disney Cruise Lines team on a new mobile app, the afternoon writing tips specific to how Disney Music Group is using a cloud-based collaboration tool, and finish your day teaching a training class for executives at Hong Kong Disneyland.

A successful Customer Success manager is passionate about helping others and a creative problem-solver. Experience using and managing technology tools – like Office 365, Slack and Smartsheet – is beneficial so you can learn the company and cultures, rather than the tools, when you join the team. 

What You Will Do:
• Change Management – Guide employees transitioning between retired and modern tools; provide input on service management project plans to include change management planning and the voice of the customer.
• Learning Design and Development – Creating training plans and sessions based on end-user needs and technology roadmaps.
• Learning Delivery – Delivering technology training via webcast or in-person.
• Consulting – Meet with internal clients to understand their business and collaboration needs, and recommend appropriate technologies and technology use.  
• Partnership – Work with internal service managers to understand and influence technology roadmaps.
• Analyzing user feedback – Research via surveys, interviews, metrics or other sources.
• Customer Support – Troubleshooting with customers, finding creative solutions for their use cases. 

What You Will Bring:
• 5+ years' of experience in customer facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Experience working with collaboration technologies such as Microsoft 365 (including OneDrive and Teams), Slack Smartsheet, or the Atlassian Suite.
• Strong presentation skills, confident in public speaking and both creating and delivering training to both small and large groups.
• Gathering and analyzing user feedback via surveys, interviews, and other methods.
• Customer Service experience
• Strong communication skills, both written and verbal, and in various mediums (documentation, social, marketing) and tone.

Required Education:

Bachelor's in Business Administration, Learning Design and Technology, Training and Development or comparable field or equivalent work experience

Preferred Qualifications:

Prosci Certification preferred

#DISNEYTECH

The hiring range for this position in Burbank, CA is $84,460 to $113,300 per year and in Seattle, WA is $88,478 to $118,690 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.