Coursera - Customer Success Manager - Asia
Requirements
• 8 + 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 expansion/growth and renewal rates. • Experience with leveraging AI to enhance efficiency and 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/with Edtech and higher educational institutions. • Keep Learning • Keep Learning • If this opportunity interests you, you might like these courses on Coursera: • Business Strategy • Business Analytics • For more information about how Coursera collects and uses your personal information, please see our Coursera + Udemy Global Applicant Privacy Notice. • To protect against recruitment fraud, Coursera + Udemy recruiters only communicate via official coursera.org/udemy.com email addresses and never through personal accounts. We do not accept resumes via email or social media; please submit all applications directly through our careers page.
Responsibilities
• 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 and own Customer Executive relations 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. • 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%
Benefits
• AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them. • Shape what comes next • By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.
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