Our Enterprise Customer Success team is responsible for helping companies and their employees realize the power of Udacity’s training at scale! Your efforts will empower teams from the world's leading companies with the cutting edge technology training they need to develop powerful new products and services on a global scale. Are you someone who has a proven track record of providing highly-professional customer service to executives and managers at Fortune 1,000/Global 2000+ companies, and excels in a fast-paced startup environment? Are you seeking a full cycle Sr. CSM role where you can help shape early stage presales qualification activity, set up customers for success with a great onboarding experience, and develop deep ongoing customer relationships to maximize learner engagement and satisfaction? Are you hoping to join a culture of excellence and teamwork with the opportunity to grow your career? If this sounds like you, please read on!
What you'll do:

Empathize with every aspect of the customer experience, and put your customer's 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 to maximize engagement and self sufficiency.
Identify and understand common customer challenges and actively source solutions
Partner with Udacity's Sales team to understand prospect/customer wants/needs, and qualify deals in or out
Collaborate 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 or create new on-boarding assets.
Identify opportunities for 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 desired.
Fluency in Arabic English (Written Verbal)
A Self-motivated, proactive, team player approach 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.