Senior Customer Success Manager - Coursera for Government

Job Overview:

As a Customer Success Manager, your role is to ensure the success of our customers by serving as a trusted advisor and guiding them towards their desired outcomes. Your effectiveness will be measured by your adept management of client relationships and your ability to enhance customer satisfaction. Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, all working cohesively towards the shared goals of Coursera's growth and long-term success. Together, we are redefining how individuals acquire knowledge and skills, and we invite you to be a driving force as we transform lives through learning.

Responsibilities:

• Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagements

• Responsible for client retention results, customer health metrics and verified outcomes

• Ensur customer success by driving adoption and key metrics, managing partner relationships, conducting business reviews, and sharing best practices – all is service of customers seeing value and growing their investment in their Coursera partnership.

• Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution

• Provide quantitative and qualitative analysis to inform team decision-making and product roadmap

• Travel expected 25%

Basic Qualifications:

• 7+ years of account management/sales/customer success experience  

• Experience in driving client retention results, customer health metrics and driving value 

• Experience increasing utilization metrics within assigned accounts

Preferred Qualifications:

• Experience working with government clients

• 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 Education Technology 

If this opportunity interests you, you might like these courses on Coursera:

• Business Strategy

• Business Analytics

Compensation:

Coursera offers competitive pay and equitable compensation practices. Our job titles may span more than one career level. The targeted hiring base salary range for this role is between $112,00-131,500 . The actual base pay is dependent upon many factors, including but not limited to: prior work experiences, training/education, transferable skills, business needs, and geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for variable pay, equity, and benefits. 

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