Customer Success Manager

23 hours ago

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Description

• 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 on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets. • Help drive customer references and case studies.

Requirements

• 3+ 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.

Benefits

• Experience a rewarding work environment with Udacity's perks and benefits! • At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in person • Flexible working hours • Paid time off • Comprehensive medical insurance coverage for you and your dependents • Employee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health ) • Quarterly wellness day off • Personalized career development • Unlimited access to Udacity Nanodegrees