Description:
Duties & Responsibilities
Customer Success Manager (Up to 50% of time)
- Manage multiple, simultaneous customer accounts
- Build and maintain strong relationship with customers
- Engage in solutions-based conversations to identify and recommend the appropriate solutions for the customers.
- Maintain a current, comprehensive knowledge of Coursera’s products and services
- Respond to customer queries in a timely and professional manner
- Build strategies that drive client engagement and client value
- Plan and host online sessions, events and meetings
Team Coach
- Provide ongoing coaching, mentoring, and support to the customer success team.
- Conduct regular performance evaluations and provide constructive feedback.
- Develop and deliver training programs to enhance team members' skills and knowledge.
- Assist team members in setting and achieving individual and team development goals.
- Act as a resource for team members, offering guidance on best practices and strategies.
- Foster a positive and collaborative team culture that emphasizes continuous learning and improvement
Client Support and Engagement
- Prepare weekly reports summarizing team and account activities
- Provide insights and recommendations
- Compile and present reports to Coursera Client during weekly meetings and reviews
Skills & Qualifications
- 2+ year’s experience in customer and/or client facing role
- Fluency in English both written and verbal
- Strong organizational skills
- Outstanding attention to detail
- Excellent organizational, project management and time management skills
- Excellent interpersonal and communication skills, both verbal and written
- Tech-savvy with an affinity for innovative and emerging technology
- Self-motivated and accountable, combined with a strong sense of teamwork
- Ability to prioritize, multi-task, and perform effectively under pressure
- Clear and thoughtful communicator with exceptional critical thinking skills
- Self-motivated and accountable, combined with a strong sense of teamwork
- Outstanding attention to detail