Channel Customer Success Manager, China

About you 

You love driving high-visibility, high-impact projects that help companies scale in new markets worldwide. You thrive in fast-paced, dynamic environments and use your strong communication skills to influence and collaborate with key partners successfully. You’re an analytical and nimble executor who believes quality work and thoughtful strategy is vital to sustainable business growth.

About this role 

We are looking for a Channel Customer Success Manager, China to partner with our customers and partner in China post-sale to drive adoption and ensure customer satisfaction, growth and retention.

You will be a liaison between Udemy’s New Ventures Customer Success Team and our partner’s Customer Success team and become the ambassador of best practices.  You will proactively help the success of Udemy Business (UB) customers in China with our partner.

What you'll be doing

• Developing individual success plans to ensure UB adoption, expansion and loyalty for our Chinese customers
• Consulting with customers/partner on their internal learning and development strategy, and influence leaders to drive change across their organization
• Creating and guiding our partner with engagement strategies to generate awareness and drive usage of Udemy Business to help customers meet their business objectives
• Build and maintain executive level relationships through our role as trusted advisors
• Implementing and training new customers. Be the onboarding project manager for each customer, and partner with our Solutions Engineers on technical requirements.
• Understand the IT security related concerns of Chinese customers and explain to solution engineering team, maintain Chinese FAQ, security protocols & certifications that our partners’ customer success teams can share with our customers 

What you’ll have 

• 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Bilingual in Mandarin/English. Must be able to communicate in Mandarin in meetings as well as emails. Must have a solid understanding of 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
• Requires some travel to the USA and regional Meetings
• Experience working with HR/L&D customers and SSO/API related knowledge will be highly regarded, but not required

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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. 

About our APAC region 

When you join Udemy in our Asia Pacific (APAC) region, you’ll have the chance to help our globally established business grow locally. We have a solid foundation and a great reputation — and you can be part of the next stage of our journey.

Our investment in the region is significant, with offices in Australia and India and an expanding presence in Singapore, Indonesia, Japan, and beyond. It comes with countless opportunities to make learning more accessible to millions. You’ll work with various cultures with unique needs, affording you the chance to learn and progress in your career. And that progression doesn’t come at the cost of work-life balance; people are at the heart of our mission, which is why we’re committed to looking after ours.

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