Netflix Looking for Success Manager, Content & Business Product at Ciudad de México, México Full Time

It’s an exciting time to join Netflix as we continue to transform entertainment globally. We bring new stories to over 230 million people in over 190 countries worldwide by promoting our original, exclusive content. A key growth factor is our ability to empower Netflix personnel to utilize cutting-edge technology that maximizes studio/production efficiencies to facilitate the creation of the world’s best streaming content.
Like all great companies, we strive to hire the best and we value integrity, excellence, respect, inclusivity, and collaboration. What is special about Netflix, among other things, is our Culture.
The Team
Content and Business Product Success sits between the teams developing software products for Netflix Studio and the Studio employees & external partners who utilize these products. We are a Success Team that actively engages with cross-functional teams from both organizations on a daily basis to help drive change management, lead user education, assist with go-to-market product launch campaigns, influence product adoption, and partner in closing feedback loops to both end-user stakeholders and the Product teams.
Our main goal is to empower all users (internal & external) of Netflix technology to do their jobs faster, easier, and smarter while gaining value toward their business goals.
The Role
The Content & Business Success Manager (SM) is a trusted advisor for building relationships, driving product adoption, and empowering teams (product users/customers) to fulfill their goals. We are responsible for developing user communication & education strategies and implementation of blended scalable learning solutions for Netflix-built products. SMs foster relationships with specific user groups across various business functions, gather & interpret product feedback, and provide actionable insights on how the products are received to our Product partners that manage roadmaps.
This role is exciting and unique as it is a hybrid role combining both the responsibilities of our UCAN-based team and our regional teammates who cover a wider array of domains as needed for the business/users. You will support a portfolio of products (aka applications) and their users around the world for a dedicated business area (as we do in UCAN), while also providing lightweight Product Success support to the LATAM region across several other areas of the business (as we do in EMEA & APAC).
Key Responsibilities
Training & Communication

• Develop an education strategy that integrates with a product’s go-to-market strategy, including creation of tailored and scalable blended learning experiences for a product’s global audience (internal & external).
• Facilitate instructor-led training sessions for a portfolio of products.
• Maintain the knowledge base of all training materials for your products.
• Create communications strategy for new feature releases, ensuring that teams/users are aware of the impact on their workflows.
• Innovate by partnering with product teams to find organic in-app opportunities to communicate with users.

Product Advocacy & Feedback

• Establish clear and consistent pathways for driving change management alongside product/feature launches that result in users (internal and external) adopting and gaining value from the product.
• Build strong relationships and trust with Studio business partners, SMEs, and users to effectively advocate for them to product development teams.
• Partner with users, cross-functional teams, and stakeholder groups, to understand user workflows & needs, gather feedback and inputs on current product user experience.
• Act as a customer/user advocate, representing the voice of the customer within the Product organization.
• Gather unstructured user feedback via daily user interactions, training sessions and partnership with key stakeholders/cross-functional partners in Support & Insights to holistically represent users and identify high-impact product development opportunities.
• Bring user stories complemented with data to Product and Business stakeholders to increase awareness of product reception and considerations for product roadmaps.
• Driving global user success in collaboration with Regional Success teammates for a portfolio of products.

LATAM Regional Support

• Build relationships with users and stakeholders across several areas of the business and act as the main point of contact for all application related questions and needs across the LATAM region
• Consolidate LATAM feedback and questions, and identify trends for applications outside of your remit. Share learnings back to appropriate Success partners globally.
• Actively share regional nuances with our Success team in all regions to ensure we are always approaching our work with a global lens.
• You are the informed captain for driving LATAM & Global user success with a portfolio of products, involving multiple workflows.
• Collaborate with Success teammates, and product partners (some within LATAM) to drive product engagement, adoption, and value to users.
• Our ideal candidate will have the following experience, but don’t feel that you must have it all before you apply:
• Will thrive in our Culture
• Fluent in English & Spanish, Brazilian Portuguese is a bonus
• Has 3-5 years of Customer Success or Learning & Development experience.
• Aptitude for analyzing data, finding the story within, and using it to drive decisions.
• Has domain expertise – it’s a bonus if you have a strong understanding of studio/production/marketing workflows and the streaming entertainment industry in general.
• Ability to design and implement blended learning programs (set goals, create curriculum & all materials, gather data, measure effectiveness)
• Excellent written and verbal communication skills, including an affinity for simplifying complex workflows and motivating users to engage with new technologies.
• Communicates well and leads comfortably in large and small group settings.
• Superb content creation skills for all learning materials (video, simulations, documentation)
• Is passionate about leaning into new ideas/technology and driving change management by helping others overcome legacy thinking.
• Flexibility amid an ever-changing and growing environment and ability to create clarity amid ambiguity.
• Is willing and able to run lean with a DIY mentality that inspires others around them to do the same.
• Has experience with G Suite and is comfortable learning & using a set of productivity tooling.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds more substantial teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.