Customer Success Manager

Disguise sits at the heart of the most inspiring live and virtual experiences in the world leading the market in building a software and hardware solution that designs sequences and controls the most spectacular productions across film and TV broadcast live and corporate events.

Customer Success Manager US

Location: LA or Atlanta

The Role

The Customer Success Manager will report directly to the Head of Live Events and will work closely with the VP of Customer Excellence. They will play an important role in the newly established Customer Excellence team at Disguise. The primary responsibility of the Customer Success Manager will be to manage the relationships with our key accounts in the region and to ensure their success and satisfaction with our products and services. They will work cross functionally with other teams across the organisation collaborating with several stakeholders (e.g Sales Special Projects Creative and Technical Services Support Product and Engineering) to both ensure the voice of the customer is well understood internally and customer needs are being met externally..

The successful candidate will be an organised and confident self-starter with exceptional written and verbal communication skills. They will be able to understand and communicate the unique requirements and challenges of each key account and develop customised strategies and action plans to ensure their success.

They will need to be proactive in applying themselves to a variety of projects take the lead and coordinate the efforts of many to ultimately deliver the best result for our customers.

The Responsibilities

• Collaborate and lead cross-functional teams to ensure seamless onboarding implementation and ongoing support for key accounts in the Americas region.
• Serve as the primary point of contact and advocate for our key accounts building strong relationships and maintaining regular communication to understand their needs and objectives.
• Prepare annual account plans and regular account reviews (i.e. Quarterly Business Reviews) as required for key accounts.
• Act as a customer advocate within the company gathering feedback suggestions and feature requests from key accounts and effectively communicating them to the relevant teams.
• Keep organised documentation of conversations with customers including understanding their business strategies challenges and opportunities.
• In collaboration with the Project Management team monitor customer-specific project timelines deliverables and budgets to ensure timely and successful project completion.
• Maintain clear and open communication with accounts providing regular project and/or product and services updates addressing concerns and managing expectations.
• Apply strong organisational skills to effectively manage multiple accounts simultaneously ensuring each customer and related projects receives the necessary attention and resources.
• Clear reporting to the senior leadership as required
• Make decisions within given tolerance

The requirements

• 3 years of proven ability managing customer relationships and driving customer satisfaction
• Comprehensionof Disguise technology and/or the Entertainment technology industry (preferred but not required).
• Experience of working in creative industries would be considered an asset
• Self-motivated individual with a confident and proactive approach.
• First class communication analytical problem solving capabilities
• The ability to create and sustain a positive and productive team culture to ensure success
• Someone who is flexible innovative and forward thinking
• Excellent project management and leadership attributes including:
• Customer relationship management
• Planning
• Task scheduling
• Communication management
• Presentation skills
• Ability to present formally to senior-level stakeholders with confidence
• Detail-oriented with a focus on delivering high-quality results.
• Possess exceptional verbal and written communication skills enabling them to build rapport with customers understand their needs and provide clear guidance and support. Bilingual in a second European language would be advantageous
• Growth mindset always seeking opportunities to learn and stay updated with industry trends and best practices.

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events live TV broadcasts immersive experiences installations theatre film and TV production corporate communications and brand product launches. Working with Disney Snapchat Netflix ESPN the Burj Khalifa and Adele Disguise is the number one partner delivering the next dimension of entertainment.

Dont Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our users ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path not the easiest and innovate where its right not where its simplest.
• Resilience. We dont give up until we find the right solution even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app weekly desk-yoga mental health first-aid buddies employee assistance programmes
• Gig allowance - 400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental Fertility Miscarriage Menopause and Transitioning
• Training coaching & mentoring