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Customer Success Specialist (German)Dublin, Ireland - Customer Success - UB Customer Success

UdemyDublin, Ireland

18 days ago

Job description

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our.

Where we work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your Skills

Process Development - With a strategic mindset, you design and implement streamlined solutions that enhance the customer experience and drive long-term success of your accounts.
Relationship Building - You foster trust and loyalty through genuine, consistent interactions. Your approach focuses on nurturing strong connections that support customer growth and long-term success.
Organization - You efficiently manage tasks and priorities, ensuring that customer needs are met with precision. Your structured approach allows you to maintain clarity and effectiveness, driving optimal outcomes in every interaction.
Detail-Oriented - You ensure accuracy and thoroughness in every task. Your meticulous approach guarantees that nothing is overlooked, leading to precise and reliable outcomes.

What you’ll be doing

Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization

Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings

Negotiate and renew customer contracts and partner with Sales to achieve upsell targets

Lead customer meetings along the full lifecycle : Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)

Proactively monitor our customer base looking for both red flags and opportunities to increase revenue

Be a voice of the customer and proactively communicate customer feedback to cross-functional teams

Effectively manage product onboarding and implementation for new customers

Conduct online trainings for existing and new customers

Respond to questions from customers directly or route questions to appropriate resources for training or support

Support additional projects and tasks related to the broader Customer Success team

What you’ll have :

2+ years of B2B SaaS customer success, account management, consulting and / or sales experience

Outstanding verbal and written communication skills in German

Love for teamwork and commitment to building a world-class customer experience

Demonstrated project, time management and organizational skills

Excellent attention to detail

Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes

Experience using Salesforce and Zendesk is preferred, but not required

LI-SM5

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

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Customer Specialist • Dublin, Ireland