Customer Success Manager
2U
- Cape Town, Western Cape
- Permanent
- Full-time
- Onboard new edX For Business customers, including pre-sale support to help the customer identify their transformation goals and how edX will get them there.
- Develop a trusted advisor relationship with clients through a structured and ad hoc communication cadence as you guide them through achieving their goals and the life of their contract.
- Analyze customer and learner data through multiple platforms in order to establish progress against internal and customer KPIs and customer health scores.
- Work collaboratively to design creative solutions for our customers' unique challenges.
- Understand the capabilities of edX's platform, content, and services and consult on the various combinations of those things to determine how the customer will work with edX.
- Design and enhance the edX For Business lifecycle experience for customers through partnering with the sales team, support, marketing, and sales operations.
- Work closely with Product to communicate customer needs and opportunities to improve their experience with our products.
- Required years of experience - 3+ years of experience in Customer Success Management
- Analytical mind and a passion for problem solving: design data-backed strategies and recommendations to guide customers through the steps to make them successful
- Collaborative spirit: you'll be involved in many cross-functional projects where teamwork is key
- Ability to stay organized and prioritize: with many projects in flight or many customers, it's important to understand what should come first and why
- Knowledge or experience with the following tools: Salesforce, Tableau, Excel (Preferred)
- Experience within a Software as a Service (Saas) environment (Preferred)
- Proficiency in a foreign language (Preferred)
- Not required, but bonus if you've ever worked with SSO or API configuration (Preferred)
Full-time, ZA benefits include:
- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break
#NoBackRowThe above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U's equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.