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TITLE

 

Customer Success Associate

COMPANY

 

Udemy

LOCATION

 

Dublin, IE

Description

ABOUT THE ROLE
We are looking for a Customer Success Associate to partner with SMB customers post-sale to drive adoption and ensure customer satisfaction, growth and retention. We’re a small team looking for someone who is passionate about making our customers successful.  Your opinion will matter and there will be room for creativity and experimentation. You will report to the Manager of Scaled Customer Success.

You will:

    • Manage the success of an SMB portfolio of Udemy for Business (UFB) customers
    • Be an expert on the UFB Platform with a deep understanding of our technology and content
    • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
    • Conduct online trainings for existing and new customers
    • Schedule and lead customer meetings
    • Respond to questions from customers directly or route questions to appropriate resources for training or support
    • Effectively manage product onboarding and implementation for new SMB customers
    • Renew customer contracts and partner with Sales to achieve upsell targets
    • Proactively monitor our SMB customer base looking for both red flags and opportunities to increase revenue
    • Support additional projects and tasks related to the broader Customer Success team

What we're looking for:

    • BA or BS degree
    • Intensely curious, lifelong learner, resourceful, gets stuff done
    • 2+ years of B2B SaaS customer success, account management, consulting and/or sales experience
    • Outstanding verbal and written communication skills
    • Superior project, time management and organizational skills; excellent attention to detail
    • Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes
    • Love for teamwork and commitment to building a world-class customer experience
    • Experience managing accounts using Salesforce is preferred, but not required
    • Experience with Zendesk is preferred, but not required
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
 
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
 
ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 30 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
 
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil).
 
 
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