Senior Customer Success Manager

Udacity ,
London, Greater London
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Job Description

Udacity's mission is to power the enterprise through next-generation technology education. We're an immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. We are backed by some of the best-known investors: Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms. Udacity is helping the enterprise market bridge the talent shortage and skills gaps during their digital transformation journey. We are providing a powerful and differentiated solution inside of a $32b total addressable market opportunity. If you are inspired to be a core component of this transformational opportunity... read on! Enterprise Team Our Enterprise team is responsible for helping companies and their employees realize the power of Udacity's training at scale. You will help leading companies empower their teams with training in the latest technologies so that they can develop powerful new products and services on a global scale. We're looking for someone who has a proven track record of providing highly-professional customer service to executives and managers at Fortune 1,000 companies and can excel in a fast-paced startup environment. Responsibilities: * Empathize with every aspect of the customer experience, putting customers' needs first. * Guide and coach customer executives, managers and employees with a dedicated customer success process. 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. * Partner with Udacity's Sales team to help them be more effective. * Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. * Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets. * Help drive customer references and case studies. What we value: * 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. We are an equal opportunity employer and value diversity at our company. Women, people of color, members of the LGBTQ community, individuals with disabilities, and veterans are strongly encouraged to apply. Udacity's Terms of Use and Privacy Policy

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