Customer Success Manager – Universities, EMEA

Coursera

  • Full Time

Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 92 million registered learners as of Sept. 30, 2021. Coursera partners with over 250 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in many high-demand fields, including data science, technology, and business. Coursera became a B Corp in February 2021.

The Enterprise Solutions team serves global organizations, including leading companies, governments, and nonprofits, who seek to upskill or retrain their workforce with the world’s best education. This team is made up of three sub-teams: Sales, Customer Success, and Revenue Strategy & Operations. The teams operate globally and have members based out of our offices in Mountain View, New York, London, Gurgaon, and Abu Dhabi. 

We are looking for a Customer Success Manager who can help us empower Universities & Higher-ed Institutions in Asia to offer the world’s best education to their employees and students respectively. Universities are increasingly turning to Coursera to power on-campus learning with Coursera’s course and product offerings. In this important role, you will be part of a small-yet-high-powered team that is tasked with building out Coursera’s “Coursera-for-Campus” strategy. As part of the Customer Success team, you will manage a portfolio largely composed of university customers. Your performance will depend on your ability to balance account renewal, growth and customer satisfaction.  In this cross-functional role, you can expect to work with members within Sales, Implementation, Partnerships, Marketing, Product, Finance and Legal.

 

Responsibilities:

 

  • Own strategic relationships with Coursera’s university customers using Coursera for Campus to drive on-campus learning
  • Help launch Coursera for Campus at university campuses, drive adoption by developing learner engagement programs, curate course content to match university needs
  • Own end-to-end renewal process for all university customers by developing account plans, holding executive business reviews, and negotiating contracts
  • Understand the customer needs and work towards agreed success metrics
  • Collect product feedback and influence the product roadmap and GTM strategy
  • Meet with customers over video calls and in-person (when allowed)
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    Basic Qualifications:

     

  • 4+ years of work experience in managing senior customer relationships
  • Experience driving product adoption within educational or enterprise populations in EMEA
  • Experience of managing + 50 customer at any one time
  • Business fluency in English 
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    Preferred Qualifications:

     

  • Background in account management, contract negotiation, customer success
  • Understanding of higher Ed space – Higher education landscape, key influencers, decision making process, budgeting etc.
  • Natural problem solver and strategic thinker, comfortable manipulating large data-sets
  • Executive presence, ability to work with senior university administrators and faculty
  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
  • Passion for education, education reform, and interest in working for a social enterprise
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    Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.
    If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.
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