Channel Customer Success Manager, Japan
Udemy, United States
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 19, 2021
Last Date
Mar 19, 2021
Location(s)
Job Description
ABOUT THE ROLE:
We are looking for a Customer Success Manager, Japan to partner with our customers and partner in Japan post-sale to drive adoption and ensure customer satisfaction, growth and retention.
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers and our partner, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their business goals.
We love people! We build relationships with learning champions and executives. We can’t wait to get onsite with customers. Internally, our team is close and loves to collaborate. We also put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.
We are revenue driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals.
We like going deep and wide. We aren’t yes people, order takers, or ticket triagers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.
Here is what you will be doing:
- Become a liaison between Udemy for Business’s Customer Success Team and our partner’s Customer Success team and become the ambassador of the best practices.
- Proactively help the success of Udemy for Business (UFB) customers in Japan with our partner.
- Developing individual success plans to ensure UFB adoption, expansion and loyalty for the Japanese customers
- Consulting with customers/partner on their internal learning and development strategy, and influence leaders to drive change across their organization
- Creating and guiding our partner with engagement strategies to generate awareness and drive usage of Udemy for Business to help customers meet their business objectives
- Learn how to build and maintain executive level relationships through our role as trusted advisors
- Implementing and training new customers. Be the onboarding project manager for each customer, and partner with our Solutions Engineers on technical requirements.
- Understand the IT security related concerns of Japanese customers and explain to solution engineering team, maintain Japanese FAQ, security protocols & certifications that our partners’ sales and customer success teams can share with our customers
- Working with product management to surface customer requests and help translate customer feedback into product requirements
- Working with legal team to support process of keeping MSA between customers and Udemy synchronized in Japanese and with continually changing English version
- Establishing the Udemy for Business instances for the launches with the customers both for presale trials and upon contract execution
- Working with localization team to ensure smooth process of regularly localizing marketing collateral produced by Udemy for Business
- Help maintain accurate records in Salesforce of Japanese clients to ensure accurate reporting of KPI’s across the entire business
We're excited about you because you will have:
- 2+ years of B2B SaaS customer success, account management, consulting and/or sales experience
- Bilingual in Japanese/English. Must be able to
Job Specification
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