Senior Customer Success Manager

Enterprise Team

Our Enterprise team is responsible for helping companies, non-profits, and governments realize the power of Udacity’s training at scale.  You will help leading companies fulfill their societal impact objectives and empower their teams with training in the latest technologies so that they can develop powerful new products and services on a global scale. 

This role is an exciting one that will offer a mix of program management and client management. You will be responsible for developing, managing, tracking, and ensuring success of our clients’ programs. One of the main value drivers is learner outcomes, and the ability to ensure that desired partner and learner outcomes are achieved, tracked, and communicated across key stakeholders. While you don’t have to be a tech expert yourself, you’re required to have knowledge about the tech job market and the skills demanded in it per country & region. Your performance will be measured by how you manage existing relationships and coordinate with Udacity’s various cross-functional teams including global student operations, the student experience team, sales team, Product and Content and key leadership stakeholders.

Udacity is the place for you if you are looking to be a part of something fast paced, impactful and inspiring. If you are solution-driven, comfortable with ambiguity, people-focused and looking to create impact, then this role is what you’ve been looking for!

Responsibilities:

• Act as a program manager for large scale programs with various entities, including government entities, semi-government entities, and enterprises.
• Be the client advocate internally - positioning asks and solutions thoughtfully and with data in order to improve the customers’ experience.
• Guide and coach customer executives, managers and employees through a standardized approach. 
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and driving strong renewal and upsell rates.
• Coach customers to be product experts and train their teams on Udacity methodologies so they become increasingly self-sufficient.
• Identify common customer challenges and actively suggest better solutions.
• Measure, analyze and report on program impact outcomes while tracking against KPIs.
• Partner with Udacity’s Sales team to help move prospect conversations forward and build trust and credibility via a consultative approach.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.
• Help drive customer references and case studies.

Requirements:

• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization. Software or education experience a benefit.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
• Strong interpersonal skills and experience building internal and external relationships.
• Consistent track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.

Compensation: While this is a remote role, applicants must be currently authorized to work in the United States of America on a full-time basis. The maximum base pay for this position is $114,753, and On Target commission at plan is $28,688. This role is also eligible to participate in Udacity’s equity plan, and will receive generous benefits effective day one of employment including unlimited PTO, 401K, reimbursement toward monthly internet and cell phone expenses, a monthly wellness stipend, up to $4k per year for external learning and development, and more!

Benefits:

Experience a rewarding work environment with Udacity's perks and benefits!

• At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in person
• Flexible working hours
• Paid time off
• Comprehensive medical insurance coverage for you and your dependents
• Employee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health)
• Personalised career development
• Unlimited access to Udacity Nanodegrees

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