Udacity is hiring a

Customer Success Manager, Central

Chicago, United States

Udacity's mission is to train the world’s workforce in the careers of the future. We partner with leading companies to learn how technology is transforming industries, then teach the critical tech skills that individuals need for new and better jobs, and companies are looking for in their workforce.  With Nanodegree programs ranging from AI and Azure to Data Science, Robotic Process Automation, and Cybersecurity, our online training platform helps even the busiest learners prepare themselves for the most in-demand tech roles.  Udacity's unique learning model of real-world projects and experts and mentors available 24/7 enables an unprecedented degree of engagement with our students, and we are with them through every step of their learning journey—from the first moment a marketing team member might answer a question on Facebook, to the penultimate moment when a career team member receives word that a graduate has gotten a new job. Always putting Students First guides us as we continue our mission to bring the highest quality learning possible, to as many learners as we can possibly reach.

Udacity's mission is to democratize education. We're an online learning platform offering groundbreaking education in fields such as artificial intelligence, machine learning, robotics, virtual reality, and more. Focused on self-empowerment through learning, Udacity is making innovative technologies such as self-driving cars available to a global community of aspiring technologists, while also enabling learners at all levels to skill up with essentials like programming, web and app development. Udacity is looking for people to join our Enterprise team. If you love a challenge and truly want to make a difference in the world, read on!

Enterprise Team

Our Enterprise 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:

  • 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.

Consider applying if your experience is close to what we described above. We look for people with exceptional potential, as we know highest performing teams include people of diverse backgrounds, perspectives, and life experiences.

Udacity is proud to be an Equal Employment Opportunity employer. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Udacity is committed to creating economic empowerment and a more diverse and equitable world. We have partnered with AT&T, Google, Lyft, Microsoft, Accenture and more to provide over 22,000 scholarships this year to those from communities under-represented in tech.

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.