The Customer Success team partners with all groups within Digital Experience to ensure the voice of

the customer is represented in technology roadmaps and projects. The CS team also partners with

employees and cast members across all parts of Disney and around the world to ensure teams are

using – and using well – technology that helps them be productive and collaborative. For the Digital

Experience Customer Success team, our customers are employees at Disney. Customer Success

Managers are unique in their role because they partner with groups all across Disney, learning about

projects and processes all over the company. The role is a mix of consulting, training, UX and customer

service, all with a focus on employee experience with a technology slant.

Responsibilities :

• Consulting – Meet with internal clients to understand their business and collaboration needs, and recommend appropriate technologies and technology use
• 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
• Partnership – Work with internal service managers to understand and influence technology roadmaps.
• Analyzing user feedback – Research via surveys, interviews, metrics or other sources
• Training Delivery – Delivering technology training via webcast (and in-person post-return to office)
• Customer Support – Troubleshooting with customers, finding creative solutions for their use cases
• Measurement / Data Capture – KPI definition and measurement of effectiveness of team and change management activities with the workforce we support
• Provide technical guidance across The Walt Disney Company as a passionate creative problem solver

Basic Qualifications :

• 2-3 years of experience in customer facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Experience working with social, collaboration and web technologies such Slack, Microsoft 365 (including OneDrive and Teams), G Suite and Zoom
• Strong presentation skills, confident in public speaking and providing 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

Preferred Qualifications:

• 3+ years of experience in customer facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Experience with measurement, either via intermediate Excel skills or experience with Tableau or PowerBI
• Customer Service experience supporting technology usage

Required Education :
Bachelor’s Degree
Preferred Education :
Bachelor’s in Business Administration, Learning Design and Technology, Training and Development
Additional Information :
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