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.
Department: Customer Excellence
Location: London
Reports into: Director of Customer Education
Contract: Full Time
About the role
The Manager, Customer Education - EMEA, is a regional lead position within Disguise’s Customer Excellence team, responsible for endorsing and delivering a world-class globally consistent learning experience for our customers, partners, and user community.
This role drives strategies, programmes, and resources that help customers & internal staff fully master our products, boosting adoption, deepening retention, and inspiring advocacy.
Acting as a bridge between Disguise and our global customer base, the Manager, Customer Education - EMEA, ensures that every learning touchpoint empowers our customers to achieve exceptional results, while also elevating the skills and capabilities of our internal teams.
The role requires a deep understanding of both customer needs and Disguise’s technology itself combined with other 3rd party hardware & software, and will frequently require a hands-on approach to rolling out education programmes, including conducting internal and external training sessions, overseeing certification programmes for trainers and partners, with a clear focus on Global Consistency as set out by the Head of Customer Education.
Internal Collaboration is essential in this role, working closely with other Customer Education team members, along with other Disguise teams to manage logistics & Priorities. Teams such as Project Managers, Technical Services, Solutions Design, Support & Marketing.
Although this roles is primarily focused on the USA Market, it is a global team position, and not exclusively for USA – Working alongside other regions is also a big part of this exciting role.
What you will do
- Customer Education Strategy & Leadership:
- Lead, inspire, and mentor training specialists, both Internal staff & external customer base, EMEA Prioritised, yet fostering a globally consistent, proud, high-performance culture to deliver standardized Disguise courses.
- Co-Develop in building & maintaining, upgrading learning programs that meet the needs of diverse audiences, from first-time users to advanced technical experts, while keeping on brand.
- Co-Develop in building certification pathways that enhance customer retention and encourage ongoing engagement with Disguise products & services.
- Content & Programme Development
- Collaboration & co-creation of a high-quality, engaging learning materials (e.g. tutorials, documentation, videos, and e-learning courses), designed for global audiences.
- Collaboration & co-creation of blended learning approach’s including workshops, webinars, self-paced courses, and in-person training.
- Ensure all content reflects instructional design best practices and is accessible, inclusive, and measurable in impact, while being factually advanced and accurate.
- Customer-Facing Training Delivery
- Personally deliver training sessions as required. (virtual, on-site, or at industry events)
- Act as a subject matter expert during training engagements, adapting delivery style to suit different technical skill levels.
- Represent Disguise’s expertise at customer sites, industry conferences, and training roadshows as required.
- Gather direct learner feedback & share with the global training team to continuously refine and improve training delivery and content.
- LMS Platform & Performance Management
- Work with the Head of Customer Education in Docebo & the LMS platform, ensuring it is intuitive, effective, and continuously improved.
- Work with the Head of Customer Education in managing trainee sessions & signoff in the LMS platform, ensuring all data is kept accurate in a timely manner.
- Use insights to refine learning strategies and content priorities.
- Internal Training & Standards
- Collaboration & co-creation of internal training programs that upskill Disguise team members, enabling them to deliver training as part of their roles.
- Recognise and celebrate internal adoption of new training skills and capabilities.
- Ensure ongoing adoption of Disguise Global Gold Standards, including company process along with software & hardware education programs.
- Take ownership of all internal training areas, insuring they meet our minimum requirements, and always presented in a way represent the pride of our brand.
- Cross-Functional Collaboration
- Collaborate with marketing & creative services to promote educational content and drive engagement.
- Work closely with other Customer Excellence team leaders and Project Managers to manage resource allocation needed for delivery of training programmes (trainers, operational logistic, etc..)
- Assist with Disguise sales teams inquires to help educate them in the current training offerings, price points, and recommended pathways as laid out by the Head of Customer Education.
- Collaborate with internal knowledge-sharing strategies that reduce duplicated efforts and improve global consistency.
- Industry Engagement & Projects
- Stay current on key customer projects, Disguise products, and emerging technologies to keep content relevant and forward-looking.
- Support key customer projects as required, remotely and/or on-site, when strategic to education goals.
- Contribute to Customer Excellence initiatives as determined by the Head of Customer Education.
- Support management of education partner strategy (such as third party trainer database, university partnerships, etc..)
Experience we are looking for
The Manager, Customer Education – EMEA, will be a confident self-motivated person, driven by results & timelines, with strong leadership abilities, and excellent communication & collaboration skills.
They will need to be a strong presenter, helping to work alongside the other leaders within the Customer Excellence teams to identify opportunities, develop curriculum and content for these identified projects.
Ensure internal alignment and endorsement and create overall enthusiasm for these key Customer Excellence initiatives.
Essential skills:
- 5+ years working with Disguise products, with extensive experience in programming events & projects & customer training.
- Deep knowledge of Disguise hardware, software, and customer workflows.
- Strong instructional design skills and familiarity with working in Adobe CC &/or other content creation software.
- Excellent, confident communication and presentation skills across all organisational levels
- Boast a Positive “Can Do” attitude to inspire people to “Be the best they can be”
- Personal pride in appearance and representing our brand
- A Keen eye for detail to keep on brand, globally consistent & aligned with analytical skills to measure and improve training effectiveness.
- Proven ability to collaborate across functions and geographies.
- Passion for accuracy in documentation, scientific facts and streamlining process
- Flexibility to work across time zones and travel domestic & internationally as required by the business.
Preferred skills:
- 5+ years’ experience working with Disguise products in one or more of the - live event, Installation, broadcast, film, or virtual production industries.
- Proven video editing skills in Adobe CC or similar products
- Proven 3rd party equipment & software knowledge
- Docebo, Articulate, Salesforce & Jira experience is an advantage.
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.
Don’t 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 user’s ever-changing needs so our technology remains ahead-of-the-game.
- Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
- Resilience. We don’t 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, 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
