Customer Success Manager

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Employer - Coursera
Category -
Job title - Customer Success Manager

Job Description
Coursera was founded by two computer science professors at Stanford with a vision of providing life-transforming learning experiences to anyone, anywhere. It is the world’s largest online learning platform for higher education. 190 of the world's top universities and industry educators partner with Coursera to offer courses, Specializations, and degrees that empower over 43 million learners around the world to achieve their career goals. 2,000 companies trust our enterprise platform Coursera for Business to transform their talent. Coursera for Government equips government employees and citizens with in-demand skills to build a competitive workforce. Coursera is backed by investors that include Kleiner Perkins, New Enterprise Associates, GSV Capital, Learn Capital, and SEEK Group.
The Coursera for Business team plays a key role in increasing global access to world-class education. We are working with organizations around the world to provide more learning opportunities for their employees that enrich their career and drive impact within their company. Two years since launch, the Enterprise business has grown rapidly and now serves 150+ enterprises and 1000+ SMBs around the world.
In this role, your main goal is to help make our customers become successful, by helping them achieve their desired outcomes. Your performance will depend on your ability to balance account renewal & growth as well as customer satisfaction. In this cross-functional role, you can expect to work with members within Sales, Marketing, Product, Finance, Learner Operations, and Legal in service of Coursera’s growth and long-term success. Your Responsibilities:
Own strategic customer relationships with our largest enterprise customers - focusing primarily on our partnership with a strategic channel partner
Managing a large ecosystem with many stakeholders and executive buyers
Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices
Develop programs to increase engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
Accountable for client renewal and retention results, responsible for identifying opportunities in closing additional revenue by upselling and cross-selling
Work closely with strategic channel partner
Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap Your Skills:
7+ years of account management experience; customer success experience a strong plus
Proven track record of high customer retention, renewal and growth; successful management of upsell campaigns
Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
Excellent interpersonal, communication, and presentation skills
Strong problem solving and analytical thinking to translate data into action
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
Ability to articulate the power of education and learning to influence key business decisions Coursera provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabili

customer-success, customer-success-jobs-in-toronto, customer-success-manager
Job Location Toronto, ON
Date Posted 30 Jan 2020
Employer Email --No Email
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