Enterprise Customer Success Manager, Mumbai

manager
Nov 17 2020
Full Time

 
About us
We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy. Expert instructors can 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 profound 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 neighbourhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil) as well as remote offices in Australia.

Udemy for Business is the leading online training solution for high-growth companies, and we’re growing like crazy. We’re helping organisations large and small around the globe to close critical skills gaps, whether it’s the latest technical skills, marketing & sales, HR and compliance training, personal or professional skills. And we’re just getting started.
 
Who we are looking for
Experience (ideally) in ed-tech/online learning. An understanding of enterprise-level organisations and empathy for the challenges they face, and a thirst for helping them solve their problems. 

You have

  • A deep understanding of customer success. Renewal, Upsell adoption and customer advocacy are the foundations you've built your career on. You know the customer journey, and understand the importance of the partnership that is mutually beneficial. 
  • You’re a trusted advisor that can see the challenge as an opportunity.

You will

  • Have humility
  • Be a team player 
  • Have a bias for action
  • Have accountability for your customer portfolio and it’s success
  • Love to learn and enjoy self/personal development
What success looks like:
In the first month, you will
Have a good understanding of how Udemy for Business functions and how it operates within Udemy at large.
Be able to demo the product to customers, and you will be able to train new administrators. You will demo to the team at the end of month one!
Understand what your UFB colleagues do.
Have knowledge of your customers - company demographics, history with Udemy, current usage and key players.
Take on day-to-day tasks like setting up new customers, updating SFDC, sending renewal notices, setting customers up in Tapen, and responding to support requests.
You will understand the fundamentals of being an effective Customer Success Manager at Udemy for Business, including how to engage with customers, how to be a strategic partner, how to work with a customer at various parts of the customer journey and how to forecast and execute on renewals and upsells.
You will develop a basic understanding of the HR and L&D buyer.
In the next few months, you will
Present an Executive Business review to your peers
Own your customers and be competent in the use of Udemy’s tech stack
Have a high-level understanding of the Udemy content offering
Have a high-level understanding of the competitive landscape
Be able to accurately forecast your renewals, upsells and mid-cycle upsells.
Have a cadence in place to regularly meet with your cross-functional udemates such as the sale team
Understand, be able to articulate and assist Udemy customers navigate their journey
Be a fully functioning member of the Udemy Customer Success team. 

 
The team
You will be reporting to Marlon Herft. Marlon is a well-tenured APAC executive in achieving growth, customer success and retention. 
Marlon brings high energy, strategic and customer mindset, always aligned to Udemy’s values. He is a  transparent leader, with a team-first approach and a bias for action.  He is based in Melbourne, Australia.
 
The benefits
Vacation and Time Off Four weeks of paid vacation; paid holidays; personal/sick days; maternity leave; paternity leave; leave of absence.

Financial and Retirement: Super contributions; company equity; performance bonuses; relocation assistance

Professional Development: tuition reimbursement; learning and development stipend; promote from within; shadowing opportunities; access to online courses; lunch and learns

Office Life: flexible work hours; remote work opportunities and fantastic people
 
We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.


About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 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), Gurugram (India), and São Paulo (Brazil).

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