Customer Success Specialist (Italian speaking)

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Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use whether theyre picking up something new or leveling up to stay ahead.

Over 80 million learners and 17000 businesses already learn with Udemy. If youre excited by change energized by learning and ready to have a real impact youll feel right at home.

Learn more about us on our company page.

Where we work

Udemy is a global company headquartered in San Francisco with additional U.S. offices in Denver and Austin and international hubs in Australia India Ireland Mexico and Türkiye. This is an in-office position requiring three days a week in the office (Tuesday Wednesday Thursday) and flexibility on Mondays and Fridays.

About your skills

• Prioritisation Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team department or small organization

• Negotiation: Help to influence negotiations alongside Renewal Management Team and partner with Sales to achieve upsell targets

• Presenting: Lead customer meetings along the full lifecycle: Kick off Partnership Planning Executive Business Reviews Renewals meetings (and any ad hoc meetings)

• Project Management: Support/develop projects and tasks related to the broader Customer Success team across geo locations and business segments

• Teach: Conduct online trainings for existing and new customers and be able to teach customers how to drive a learning culture

About this role

As Customer Success Specialist for our Pooled customer service segment (Italian-speaking markets) you will be responsible for executing consultative sessions that drive engagement prove value and protect revenue for customers in both Italian and English-speaking our inaugural year for a Pooled service model you will have the opportunity to design test and iterate with leadership. This role offers access to work with diverse customers across various industries and countries in EMEA helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention expansion and advocacy within the region.

What youll be doing

• Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team department or small organization

• Be an expert on the UB Platform with a deep understanding of our technology content and different product and service offerings

• Partner with Renewal Management Team and with Sales to achieve upsell targets

• Lead customer meetings along the full lifecycle: Kick off Partnership Planning Business Reviews Renewals meetings (and any ad hoc meetings)

• Proactively monitor our customer base looking for both red flags and opportunities to increase revenue

• Be a voice of the customer and proactively communicate customer feedback to cross-functional teams

• Effectively manage product onboarding and implementation for new customers

• Conduct online trainings for existing and new customers

• Respond to questions from customers directly or route questions to appropriate resources for training or support

• Support additional projects and tasks related to the broader Customer Success team

What youll have

• Intensely curious lifelong learner resourceful gets stuff done

• 1-2 years of B2B SaaS customer success account management consulting and/or sales experience

• Love for teamwork and commitment to building a world-class customer experience

• Outstanding verbal and written communication skills

• Superior project time management and organizational skills

• Excellent attention to detail

• Ability to adapt quickly and thrive in a fast-paced environment but also an interest in helping build sustainable processes

• Language fluency in Italian

• Experience managing accounts using Salesforce is preferred but not required

• Experience with Zendesk is preferred but not required

Why work here

Youll grow here.
Learning is part of the job. Youll get full access to Udemy courses a monthly UDay to invest in yourself and a budget to spend on whatever helps you improve. Many people are diving into AI lately but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. Youll have the space and tools to experiment apply and get better at using AI in practical ways.

Youll own your work.
We trust people to lead make decisions and follow through. You dont need to wait for permission or layers of approval to have an impact.

Youll build with others.
We collaborate openly and shape ideas together. Everyone has a voice and good thinking is welcomed from any direction.

Youll see your impact.
What you build helps people grow their skills change their careers or find a path forward. Youve got the experience why not use it to help others gain theirs

Bring your curiosity. Well bring the platform and the support. Lets LEARNtogether.

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need making it easy to access the right coverage when you need it most. Benefits vary by region and we encourage applicants to review our Australia Benefits India Benefits Ireland Benefits Mexico BenefitsTurkiye Benefits & US Benefitspages to get an understanding of some of the benefits we offer. For details on region-specific benefits please refer to the information provided during the hiring process.

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