Customer Success Manager/Sr. Customer Success Manager (German/English fluency required)

About Us

“Udacity is on a mission of forging futures in tech 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 now an Accenture company, and exciting things are happening! Our dedicated Enterprise Customer Success team is passionate about helping our valued customers and their employees realize the power of Udacity’s training at scale. If you want to be a part of a rapidly growing company that truly makes a difference in people’s lives, read on!

We’re actively seeking both a Customer Success Manager and a Senior Customer Success Manager who are fluent in German and English with a proven track record of providing highly-professional customer service to executives and managers at Fortune 1,000 companies. In this role, you will take an active role in shaping early-stage qualification activity, set up customers for success with a great onboarding experience, and develop deep ongoing customer relationships to maximize learner engagement and satisfaction. 

Location: While this is a remote based position, we will only consider candidates who are currently residing in Germany. No relocation assistance will be offered.

What you’ll do:

• Own every aspect of the customer experience, putting customer 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.
• Empower customers to be product experts and train their teams on Udacity methodologies to support self-sufficiency.
• Identify common customer challenges and actively suggest better solutions.
• Effectively partner with the Enterprise Sales team to drive revenue and grow customer accounts.
• Communicate with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Work closely with product marketing to craft and refine on-boarding assets.
• Develop deep and productive customer relationships, drive customer references and case studies.

What we value:

• 3+ years of experience in a customer-facing Enterprise Customer Success, Account Management or strategic consulting role. Software or education technology experience desired
• Fluency in German & English languages (Written & Verbal) is required
• A customer obsessed, 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
• Superior 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:

Experience a rewarding work environment with Udacity’s perks and benefits!

• At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in person
• Flexible working hours
• Paid time off
• Comprehensive medical insurance coverage for you and your dependents
• Employee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health )
• Quarterly wellness day off
• Personalized career development
• Unlimited access to Udacity Nanodegrees

What We Do

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.

Don’t stop there! Please keep reading…

You’ve probably heard the following statistic: Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don’t meet every single point in the job description, please apply! 

We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly. Therefore, Udacity strongly encourages applications from all communities and backgrounds. 

Udacity is proud to be an Equal Employment Opportunity employer. Please read our blog post for “6 Reasons Why Diversity, Equity, and Inclusion in the Workplace Exists”

Last, but certainly not least…

Udacity is committed to creating economic empowerment and a more diverse and equitable world. 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 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, or any other basis protected by federal, state or local laws.

As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.

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