Enterprise Customer Success Manager
2 weeks ago
**About us**:
At Udemy, we're on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we've helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.
**About you**:
You're an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that's internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You're ready for a challenge and aren't afraid to try new ideas.
**About this role**:
The Enterprise CSM owns the customer's post-sale journey; onboarding and enabling to customers' to ensure a positive experience as well as identifying opportunities for renewals, cross sales opportunities and upsells.
Using a range of supporting technologies (eg Salesforce, Gainsight) you will have a cadence in place to regularly meet with your cross-functional colleagues including the sales team.
**What you'll be doing**:
- Proactively own and manage the success of a portfolio of enterprise-level Udemy Business customers
- Develop individual success plans for each customer to ensure Udemy Business adoption, expansion and loyalty across your portfolio of customers
- Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization
- Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of Udemy Business
- Build and maintain trusted advisor relationships at the executive level
- Partner with Sales and Renewals Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets
- Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
- Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
**What you'll have**:
While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following:
- 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts
- Experience developing strategies to increase adoption of technology solutions
- Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
- Superior project and time management skills; excellent attention to detail
- Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
- Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
**About Your Skills**:
- **Account Strategy**:The CSM embodies a proactive and growth-oriented mindset, exemplifying a consultative approach that is deeply rooted in achieving tangible results. They actively source internal and external resources and build relationships to achieve the goals of the accounts. They craft and execute strategies that not only anticipate client current and future needs but also drive sustained business growth. This role epitomizes a strategic dedication to elevating the success of our key accounts, showcasing a unique blend of foresight, results-driven methodology, and relationship-centric practices.
- **Account Management**: The CSM continuously exemplifies an unwavering commitment to excellence that go beyond the tactical aspects of account management. They are architects of success, orchestrating a symphony of stakeholder relationships, change management strategies, and seamless alignment with the customer journey. They proactively drive the alignment of key milestones, showcasing a dynamic and forward-thinking approach that transcends the routine. Their behavior is characterised by a strategic foresight that anticipates and navigates the evolving needs of multiple stakeholders, ensuring a harmonious and successful journey for our customers. In every action, they embody the essence of proactive, stakeholder-centric account management, where strategic alignment and customer success are seamless.
- **Risk Management**: The CSM embodies a proactive stance towards risk management. They take ownership with a 'no excuses' mindset, demonstrating full accountability in identifying early risk triggers within accounts. By examining the activities that may pose risks, they showcase a keen foresight that enables them to proactively address potential challenges. Utilising both internal and external stakeholders and r
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