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 82 million registered learners as of March 31, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. More than 6,000 institutions have used Coursera to upskill and reskill their employees, citizens, and students, including in high-demand fields such as data science, technology, and business. Coursera became a B Corp in February 2021.
The Coursera for Business team plays a key role in increasing global access to world-class education. We are working with organizations around the world to provide more learning opportunities for their employees that enrich their... career and drive impact within their company. Two years since launch, the Enterprise business has grown rapidly and now serves 150+ enterprises and 1000+ SMBs around the world.
In this role, your main goal is to help make our government partners successful, by helping them achieve their desired outcomes. Your performance will depend on your ability to balance account renewal & growth as well as customer satisfaction. In this cross-functional role, you can expect to work with members within Sales, Marketing, Product, Finance, Learner Operations, and Legal in service of Coursera’s growth and long-term success.
Ensure customer success by driving adoption, managing partner relationships, conducting business reviews and sharing best practices
Develop programs to increase engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
Accountable for client renewal and retention results, responsible for identifying opportunities in closing additional revenue by upselling and cross-selling
Serve as the 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
Able to strategically problem solve with large government partners to drive usage & own strategic customer relationships with our largest government partners
5+ years of account management experience; customer success experience a strong plus
Demonstrated history in high customer retention, renewal, and growth; successful management of upsell campaigns
Ability to articulate the power of education and learning to influence key business decisions
Experience working in EdTech
Complex account management
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
Excellent interpersonal, communication, and presentation skills
Business fluency in Spanish
Customer success experience
Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
Strong problem solving and analytical thinking to translate data into action
If this opportunity interests you, you might like these courses on Coursera:
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.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at firstname.lastname@example.org.
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