Customer Success Manager

4 weeks ago


Burbank, United States Insight Global Full time

Must-haves

- BS degree in computer science or related experience

- Prior work experience as a customer success manager supporting the end user customer experience

- Proven Experience using and managing technology tools -- like Office 365, especially MS Teams and MS SharePoint, Slack and Smartsheet-- is beneficial so you can learn about the users and their use cases, rather than the tools, when you join the team.



Day-to-Day

Enterprise Technology is currently partnering across TWDC to align core IT service accountabilities in order to strengthen our cybersecurity practices, increase consistency and efficiency, enhance the end-user experience, and support technology career growth and development. We are looking for someone with training and communication abilities who excels in helping end users learn new technologies. The Customer Success Manager will partner with our Change Manager, Service Manager, project and service managers, Customer Success team members, and our internal communications team. A successful Customer Success manager is passionate about helping others and a creative problem-solver.

Responsibilities in this role, include but are not limited to:

- 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.


Compensation:

$40/hr to $44/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.



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