Channel Customer Success Manager, China Team

Channel Customer Success Manager, China Team
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
Jan 7, 2022
Last Date
Apr 7, 2022

Job Description

We are looking for a Channel Customer Success Manager, China, to work with our partner and customers post-sale to drive adoption and ensure customer satisfaction, growth and retention of Udemy Business (UB) in China.
As one of the founding members of the newly-formed China team in Udemy, you will spearhead the Customer Success operations in China, working in collaboration with our local strategic partner, Sanjieke. You will be responsible for working with our partner to drive revenue growth for the business.
We are looking for a highly self-motivated individual who flourishes in a fast-paced, dynamic environment and is excited to work on a brand-new, high-priority project. You would get the opportunity to be in the driver seat to drive international expansion for a global tech company. You’ll need to be detail oriented, a good communicator and a scrappy executor.
This is a full-time position located in our San Francisco office. Here's what you'll be doing:
  • Responsible for account renewals and expansions, working with the various internal and partner teams
  • Become Subject Matter Expert of the UB product and CS practices for China to support our partner effectively
  • Serve as a bridge between UB’s Customer Success Team and our partner’s Customer Success team and become the ambassador of the best practices.
  • Proactively enable the success of UB customers in China with our partner, Sanjieke
  • Work with partner team to identify risk/ churn and growth opportunities in accounts
  • Lead new initiatives to meet customer needs in the market
  • Creating and guiding our partner with engagement strategies to generate awareness and drive usage of UB to help customers meet their business objectives
  • Support customer marketing
  • Meet with select customers to share CS best practices and global learning trends to drive adoption and expansion
  • Understand the IT security related concerns of customers and explain to the solution engineering team, maintain FAQ, security protocols amp; certifications that our partners’ sales and customer success teams can share with our customers
  • Working with product management to surface customer requests and help translate customer feedback into product requirements
  • Working with legal team to support process of keeping MSA between customers and Udemy synchronized in Chinese and with continually changing English version
  • Localising narratives and marketing collateral produced by UB to market value of UB/ new features
  • Help partner use systems such as Salesforce and Gainsight to automate CS processes and track progress, including onboarding and training partners on Salesforce and collecting requirements and working with Salesforce team to implement necessary changes
  • Track and report CS metrics
We’re excited about you because you have:
  • 5+ years of B2B SaaS customer success, account management, consulting and/or sales experience
  • Bilingual in Mandarin and English. Must be able to communicate in Mandarin in meetings as well as emails. Must have a solid understanding of the Chinese business culture to represent Udemy.
  • Familiarity with Salesforce and Gainsight platforms
  • Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts
  • Detailed-oriented mindset, comfortable with and interested in using technology to simplify and automate the customer success process
  • Comfortable with working in a fast-paced environment and being flexible and adaptable
  • Experience working with HR/Lamp;D customers would be a plus, but not required
  • SSO/API related knowledge is a plus but not required
  • Requires regular travel to China when travel restrictions are lifted
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 publicly traded and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. We will consider for employment qualified applicants with arrest and conviction records.
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