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TITLE

 

Enterprise Customer Success Manager

COMPANY

 

Udemy

LOCATION

 

Singapore

Description

ABOUT UDEMY FOR BUSINESS
At Udemy, we believe anyone can build the life they imagine through online learning. Today, more than 20 million students around the world are advancing their careers and passions by mastering new skills on Udemy. Through our global marketplace, we connect lifelong learners around the world to the largest selection of online courses created by expert instructors, and we’re just getting started.
 
Udemy for Business (UFB), is Udemy’s enterprise offering.  Our mission is to help employees do whatever comes next. We’re helping companies like PayPal, Lyft, Booking.com, Capgemini, and Century 21 to solve the critical skills gap that teams increasingly face, whether it’s the latest technical skills, marketing & sales, leadership soft skills, and more. And we’re just getting started.
 
 
We are looking for an Enterprise Customer Success Manager in Singapore to partner with our largest, most strategic customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.
 
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
 
How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their learning and organizational goals.
 
We enjoy working with people. We build relationships with learning champions and executives. We spend time onsite with customers. Internally, our team is close and collaborative. We put effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.
 
We are versed in the commercial aspects of our customer relationships. We own renewals and work hard to expand the partnership with our existing customers. We are passionate about meeting and exceeding our goals.
 
We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.

Key Responsibilities:

    • Proactively own and manage the success of a portfolio of enterprise-level Udemy for Business (UFB) customers
    • Develop individual success plans for each customer to ensure UFB adoption, expansion and loyalty across your portfolio of customers
    • Be an expert on the UFB Platform, with a deep understanding of our technology and content
    • 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 UFB
    • Build and maintain trusted advisor relationships at the executive level
    • Partner with Sales 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
    • Partner with marketing to develop customers for case studies and media opportunities
    • Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

Qualifications:

    • BA/BS Degree
    • 5+ years of B2B SaaS customer success, account management or consulting experience working with large, enterprise-level accounts (> $100k ACV)
    • Experience working with HR/L&D customers would be a plus, but not required

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