Customer Success Manager

Job Description

Department/Group Overview:

Hulu Ad Manager is Disney's owned and operated Self-Service platform, enabling SMBs, brands and agencies of all sizes to create and manage their advertising campaigns in a matter of minutes. The Self-Service team is seeking a Customer Success Manager (CSM) to join this growing division of the organization. In this role, you'd play a pivotal role in the rapid growth of automated advertising solutions at Disney, contributing to the company's goal to automate 50% of the Ad Sales business by 2024. This is a unique opportunity for those interested in a fast paced, start-up feel, backed by a large organization.

Job Summary:

As a Customer Success Manager on the Self-Service (Hulu Ad Manager) team at Disney, you will play a critical role in building strong relationships with our agency and direct brand clients, as well as internal sales teams. Your goals are to ensure client satisfaction, drive retention and adoption of the self-service platform, and identify areas of improvement for the platform. In this role, you'll work closely with ad sales, operations, product, and marketing to ensure our clients & internal stakeholders are successful leveraging Hulu Ad Manager.

Responsibilities and Duties of the Role:

CUSTOMER FOCUSED
• Identify areas of opportunity with top self-service customers, becoming their trusted advisor and advocate
• Understand customers' unique business requirements, challenges, and objectives to support & advocate for their success
• Apply knowledge of the product, the CTV space and the customer's business to identify opportunities for upselling & retention.
• Address customer inquiries, issues, and concerns promptly and effectively, collaborating with internal teams (e.g., Ad Operations, Product), to provide timely resolutions

CONTRIBUTIONS TO THE WIDER BUSINESS
• Identify areas of opportunity to enhance the self-service business and grow revenue with a one-to-many strategy.
• Create new processes, documentation, decks, and sales materials to aid in the adoption of the self-service platform across the ad sales organization

PRODUCT CONTRIBUTIONS
• Educate customers on product features, functionality, and best practices to maximize product adoption & promote retention.
• Gather feedback from customers and share insights with the wider team to drive product improvements and inform the future roadmap
• Partner with cross-functional teams including sales, marketing, and product to align strategies and enhance the customer experience.
• Host weekly onboarding webinars, for new customers, ensuring a seamless go-to-launch process on the platform

Required Education, Experience/Skills/Training:

Required Qualifications:
• Basic: 4+ years professional experience - minimum 3 years client facing experience
• Understanding of the addressable advertising ecosystem (buy side, sell side, campaign tactics, etc.)
• Exceptional communication and presentation skills
• Process + Solutions Driven: Experience in identifying gaps in processes, and building solutions from end-to-end
• Self-Starter: Demonstrated ability to work in a fast-paced environment where there are evolving business needs and ambiguity is the norm
• Technical Skills:
• Familiar with Salesforce or other CRM tools
• Proficient in Microsoft Office suite
• Comfortable synthesizing large data sets

Preferred Qualifications:
• Understanding of the streaming/OTT or TV Advertising background
• Prior experience working on a self-service platform
• Knowledge of the programmatic advertising ecosystem
• Background working with or at an advertising agency
• Experience working with attribution and measurement providers

#DisneyAdvertising

The hiring range for this position in New York is $95,000 - $118,600 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.

About Disney Entertainment:

At Disney Corporate you can see how the businesses behind the Company's powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you'll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

This position is with Disney Advertising Sales, LLC, which is part of a business we call Disney Entertainment.

Jobcode: Reference SBJ-g3zv6q-3-14-253-221-42 in your application.