Senior Customer Success Manager, German/English Speaker

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3 days ago

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Udacity Marketing

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At Udacity Marketing, our team means everything to us. Therefore, we put considerable effort into providing a fun, competitive, yet inclusive, professional atmosphere in our business where optimal development and maximal results are visible. We want to create a workplace that is friendly, warm, and exciting so that our people feel like they are part of a team and consider it like they are part of one big family.We attract, employ, and develop ambitious and driven people who can meet our business objectives. We aim towards giving a long-term future for the business as a whole and the individuals involved in it.

11 - 50 employees

📋 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

• 4+ years of experience in a customer-facing customer success, account management or strategic consulting organization • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption • Strong desire to learn and define an emerging function in a rapidly growing 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

• Udacity's commitment to equality and diversity in the workplace • Opportunities for professional development • Attractive compensation dependent on factors like location and experience