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Senior Customer Success Manager
Coursera
posted 4hr ago
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Flexible timing
Key skills for the job
Job Description
- Own strategic relationships with assigned customer accounts through a combination of remote on-site engagements.
- Be a trusted advisor to the customers to help them derive value from their investment in Coursera via executive business reviews, exec sponsor meetings and ROI articulation.
- Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, sharing best practices and executing a turn-around plan when customer- usage is low.
- Share accountability with the Sales team for ensuring customer retention and expansion
- Serve as the primary voice of customer and point of escalation when customer issues arise, working in partnership with Support and Implementation to troubleshoot, and ensure quick resolution.
- Travel expected 25%
- 7+ years of account management/sales/customer success experience
- Experience in driving customer retention results, customer health metrics and driving value
- Experience increasing utilization metrics within assigned accounts
- Proven results with driving high NARR and renewal rates
- Experience with data heavy applications including Excel/Sheets and Looker
- Ability to articulate the power of education and learning to influence key business decision makers
- Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
- Entrepreneurial drive and ability to work autonomously in fast moving, quickly-changing environments
- Excellent interpersonal, communication, and presentation skills with a strong ability for problem solving and analytical thinking to translate data into action
- Experience working in Edtech
Employment Type: Full Time, Permanent
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