Senior Account Manager, Scaled

Job Overview:

Coursera’s Enterprise Solutions team serves global organizations, including leading companies, campuses, governments, and nonprofits, who seek to upskill or retrain their workforce with the world’s best education. This team is made up of three sub-teams: Sales, Customer Success, and Revenue Strategy & Operations, which operate globally and have members based out of our offices in Toronto, Mexico, Mountain View, New York, London, Gurgaon, and UAE.

As a Senior Account Manager, Scaled on our Enterprise team, you will have an opportunity to to be part of a fast growing/high performing team and play a key role in contributing to our solution design for small segment customers.  Reporting to the Head of Global Account Management, SMB, you will bring experiences that will help us build the foundation for our scaled, SMB, and midmarket solutions and take our customers, as well as Coursera, to the next level.  

You will bring a relationship driven, value add, Customer Success mindset to every conversation and will be the primary go-to commercial contact owner for our segmented customers. In summary, you will drive all contract renewals and growth conversations with customers, while cultivating best practices around our internal success playbooks, and be an essential part of our Enterprise team in our effort to ensure a smooth renewal process for our segment.

Your responsibilities include carrying renewal ownership and driving commercial growth conversations with customers' key decision-makers, legal, and procurement teams. You will work closely with our Customer Success Associates, Account Executives, Implementation Managers, Legal, Finance team to ensure the long-term success of our customers and adoption of our products.

Responsibilities:

• You will be responsible for all aspects of the commercial ownership (RR & NARR) of your customer base (roughly 100-150 customers and $4M - $5M). This includes customer contract renewals, growth, and expansion across all 3x lines of our Enterprise platform: Coursera for Business, Coursera for Campus, and Coursera for Government
• Manage the executive level relationship with our customer stakeholders, to ensure they see value from their investment (ROI)
• Drive outcome conversations and build rapport with customers and their key decision-makers, as well as legal, finance, and procurement teams
• Build account management plan strategies that proactively engage a customer in driving early renewal and growth
• Work with the Head of Global Account Management, SMB to develop and refine the renewal and expansion process
• You will partner cross-functionally to translate newly released product features into new solutions for customers (understanding and solving their short term and long term business / L&D needs)
• Position our new products, features, functions and strategically escalate pain points to the Head of Global Account Management, SMB 

Basic Qualifications:

• 8+ years experience in the fields of sales, customer success, or renewals in the SaaS B2B industry
• Demonstrated history in operating a book of business at scale, handling a large volume of customer renewals and accounts (50-70 per year) with a strong execution on closing renewals and driving growth 
• Experience working through contracting, procurement, and budget processes with customers and decision makers in SaaS software
• Demonstrated history identifying customer risks and implement churn mitigation strategies
• Experience presenting to all levels of a customer (Coordinator to C-Suite)

Preferred Qualifications:

• Experience with Salesforce, IronClad, Gainsight, Clari, or similar sales, customer success, and forecasting tools
• Highly organized, with an aptitude and flair for automation and streamlining workflow processes a plus
• Customer-oriented and focused - a customer success manager at heart who delivers on value to grow relationships
• Excellent time management and organization skills, and ability to operate under strict deadlines

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

• Successful Negotiation: Essential Strategies and Skills
• Sales Pitch and Closing
• Storytelling and Influencing: Communicate with Impact
• Leading transformations: Manage Change

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