Customer Success Manager - Middle East (Dubai)
Our Enterprise Customer Success 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.
- Proficient in Arabic & English (Written & Verbal)
- 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.
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, 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.
Learn more about Udacity's Values
Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - Talent Obsessed
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.
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