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Customer Success Content Enablement Manager
Udemy , Colombia

1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jun 8, 2021
Last Date
Sep 8, 2021

Job Description

We're looking for an expert in Customer Success who is passionate about creating a consistent customer journey to join Udemy’s world class Customer Success team. This is a role that provides Customer Success Managers and Associates the materials to help our customers succeed and achieve their desired business outcomes. Responsibilities include designing decks and supporting collateral, working across related Udemy functions (Marketing, Content, Product) to source content and ensure our materials are fresh, vibrant and add value to each stage of the customer journey. There will also be one off customer specific responsibilities on an adhoc basis.Here's what you'll be doing:
  • Work autonomously to pull together customer-facing presentation and template materials (e.g., slides aligned with the high-touch and scaled customer journey)
  • Collaborate with Customer Marketing, Enablement, and Product on the appropriate content of the presentation or template materials
  • Provide enablement to Customer Success Managers on how to best present the collateral you create to our customers
  • Establish a feedback loop with Customer Success Managers to evaluate the success of materials and iterate as necessary
  • Advise senior Customer Success management on strategies to further drive adoption within our customer base
We're excited about you because you have:
  • 5+ years of experience supporting Customer Success in a SaaS environment
  • Experience with HR / Lamp;D is a plus but not required
  • Experience with Design is a plus but no required
  • Inform Udemy’s strategic vision for how critical information is communicated to the customer throughout the customer journey
  • Work independently to create customer-facing presentations and template communications materials (e.g., slides aligned with the high-touch and scaled customer journey) aligned with that vision
  • Collaborate with Customer Marketing, Enablement, Content, Product, etc on the appropriate content of the presentation or template materials
  • Provide enablement to CSMs and CSAs to use the created materials (narrative/talk-track), including how to use customer data effectively
  • Establish a feedback loop with CSMs and CSAs to evaluate the success of materials, update the materials, and push the updates to the team
  • Manage the Customer Success library of materials for customers and for our own team
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
Our Customer Success Core Values
Strategic mindsetResourcefulInspirationalTrustworthyCollaborative
About UdemyWe believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
Udemy in the NewsUdemy Adds More than $1 Billion To Its Valuation in New Funding RoundUdemy’s Workplace Learning Tool Just Surpassed $100M in ARRPaid Paternity Leave Should be the Norm in the U.S.Breakdown of Most In-Demand Skills for 2020Finance, Marketing, Sales and EngineeringHow Investing in Yourself Today Will Set You Up for Career Success TomorrowFeedback Isn’t the Problem, but the Way That We Deliver It Is Broken

Job Specification


Information Technology and Services - Dubai, United Arab Emirates