Customer Success Manager - META

Udacity is on a mission to change lives, businesses and nations through
radical talent transformation in digital technologies. We offer a unique
and immersive online learning platform, powering corporate technical training
in fields such as Artificial Intelligence, Machine Learning, Data Science,
Autonomous Systems, Cloud Computing and more. Our rapidly growing global
organization is revolutionizing how the enterprise market bridges the talent
shortage and skills gaps during their digital transformation journey. Udacity
is proud to be backed by respected investors like Andreessen Horowitz, Charles
River Ventures, Bertelsmann and Drive Capital, among other leading VC firms,
and provides a powerful and differentiated solution inside of a $32b total
addressable market opportunity. Udacity has more than ‎100 enterprise customers
including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United
States Air Force.

Our Enterprise Customer Success 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 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.

What we value:

• ‎4+ years of experience in a customer-facing customer success, account management or strategic consulting organization. Software or education experience a benefit.


• Proficient in Arabic & English (Written & Verbal)


• 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.

Learn more about Udacity's Values
Students First - Better Together - Entrepreneurial - Data
Driven - Candid and Direct - Talent Obsessed
Udacity is committed to creating economic empowerment and a more diverse and
equitable world. To ensure that our products and culture continue to
incorporate everyone's perspectives and experience we never discriminate on
the basis of race, color, religion, sex, gender, gender identity or
expression, sexual orientation, marital status, national origin, ancestry,
disability, medical condition (including genetic information), age, veteran
status or military status, denial of pregnancy disability leave or reasonable
accommodation.

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