Large Commercial Customer Success Manager

2 weeks ago

Dublin, Dublin City, Ireland Udemy Full time

Large Commercial Customer Success Manager (Italian Speaker)
Udemy is hiring a Large Commercial Customer Success Manager (Italian Speaker).
You will manage a book of business of Commercial customers in the EMEA region, driving engagement, revenue retention and expansion through a combination of high-touch and tech-touch strategies, and serving as a trusted advisor to executive stakeholders.
What you'll be doing
Manage a book of approximately 60-70 large Commercial customers across the EMEA region
Drive engagement and revenue retention of your book by using a combination of high-touch and tech-touch strategies
Renew customer contracts and partner with Sales to achieve expansion targets
Build trusted advisor relationships at the executive level and consult with customers on their internal learning and development strategy
Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
Develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio
Develop expertise about the use cases of small to mid-sized customers who have purchased Udemy Business
Be an expert on the Udemy Business platform with a deep understanding of our technology and content
Be a voice of the customer and proactively communicate customer feedback to cross-functional teams and leadership
Own the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success department
What you'll have
Language fluency in Italian and English, with additional language capabilities in French and / or Spanish preferred
3+ years of B2B customer success,

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