Customer Success Manager

Job Description

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 these exciting experiences.
The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.
This role is part of the Workforce Enablement (WE) organization. Our mission is to enable the digital employee in their day to day work through efficient delivery and integration of common and secure platforms, products and devices that provide them with an experience that supports responsible and efficient collaboration and communication with partners.
We work with cast members, employees, and partners across all of Disney (including Parks and Resorts, DTCI, ESPN, ABC, International and Walt Disney Studios) and around the world, and with many different collaboration software applications, so our days are varied. You might spend the morning interviewing a Studios employee on how they use a new mobile application and then writing a Tips document for a collaboration platform, with an afternoon workshop for a Parks and Resorts team onboarding onto a new technology. You’ll enjoy a mix of daily and weekly tasks, small and large projects, and many opportunities to suggest and implement projects, too.
We believe a successful customer is one who is supported, empowered and engaged on their journey towards their unique goal. While our larger organization provides the tools to help employees get their jobs done, we provide the guidance and build the relationships to help employees transition to new tools and get the most out of them. Experience using and managing a wide variety of enterprise tools – like Office 365, G Suite, Yammer, Slack, Jive, and BlueJeans – is required so you can learn the company and use cases, rather than the tools, when you join the team.
Responsibilities :
Who you are
You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but also put yourself in an end user’s shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you’re passionate about helping others learn new things. You’re good at building relationships with others, and want to help them anyway you can: whether that’s writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are.
What you will be doing
Customer Success Managers wear many hats, including interviewing, writing, training, and customer support. This Customer Success Manager will focus on knowledge creation and strategy for our internal knowledgebase: D Tools IT, but will also assist with additional teamwork, such as customer support and consulting.

• Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms and other related content.
• Knowledge Strategy – maintain a bird’s eye view of all content in the knowledgebase, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value.
• Managing Translations Process – ensure new and updated articles are made available to international teams, and that translations are made available in timely manner for product/service launches.
• Monitoring Trends – Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused.
• Customer Support - Email, support channels, bugs, new feature announcements, maintenance comms
• Demand Management – Meet with internal clients to understand their business and collaboration needs, and recommend appropriate technologies and technology use.
• Upgrade Support – Provide feedback on new functionality and QA support during upgrades of the knowledgebase tool itself.
• HTML and Image Support – Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.

Basic Qualifications :

• 3+ years of experience writing technical documentation
• 2-3 years of experience in customer facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
• Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
• Basic-to-intermediate experience with HTML 5 and CSS 3 for web layout and design
• End-user change management planning and execution
• Flexible, versatile writing across different media types
• Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
• Manage translations process – can communicate with international teams and track progress and timeliness of work done
• Edit, clarify, and proofread documents written by others
• Detail-oriented
• Research/analysis skills - the ability to research audience, technologies, industry trends
• Optimism/resilience - can remain positive during article review process
• 2-3 years technical experience collaborating with IT or software engineering teams in communications, technical writing or learning & development
• 3+ years of experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)

Preferred Qualifications:

• 3+ years of experience in IT Operations or IT Support in an enterprise environment
• Experience managing and updating knowledge in ServiceNow or other ITSM platforms
• Experience with multimedia formats such as infographics or short videos is a plus
• Content authoring and web publishing with WordPress or other modern web CMS platforms
• Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design

Required Education :

• Bachelor’s Degree

Preferred Education :

• BA/BS in Computer Science, Information Systems or Communications desired