Customer Success Manager, France

il y a 3 semaines


Paris, France Coursera Temps plein

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 148 million registered learners as of March 31, 2024.

Coursera partners with over 325 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor's and master's degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

**Job Overview**:
In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Business, by helping them achieve their strategic outcomes. Your performance hinges on effectively managing client relationships, balancing account renewal and growth objectives, and maintaining high customer satisfaction. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera's growth and long-term success.

Coursera for Business is our enterprise offering that leverages Coursera's unmatched technology platform and range of content to deliver an enterprise learning solution that helps companies transform their talent. Coursera for Business equips employers around the world, with the tools and resources they need to keep their talent sharp and, in turn, keep their business competitive.

**Responsibilities**:

- Own strategic customer relationships with our Coursera for Business customers through a combination of remote & on-site engagements
- Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera's learning platform, and showcasing the platform's organizational impact.
- Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue
- Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices.
- Develop programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
- Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
- Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
- Drive customer advocacy and engagement with engagement in virtual and in-person events
- Onsite travel to customers expected approx. 20% of time

**Basic Qualifications**:

- 4+ years of customer success experience, account management/sales experience a strong plus
- Experience in high customer retention, renewal, and growth
- Demonstrated history in the successful management of upsell campaigns
- Experience working with complex Enterprise customers
- Business fluency in both French and English

**If this opportunity interests you, you might like these courses on Coursera**:

- Business Strategy
- Business Analytics

**LI-JB1**:
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.

LI-Remote


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