Project Manager, Enterprise Customer Success

| San Francisco
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ABOUT THE TEAM:
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
Attributes we hire for:
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
ABOUT THE ROLE:
We are looking for a talented Project Manager that is driven by delighting customers, and the satisfaction of delivering against tight deadlines. This is a role which requires coordinating internal and client resources to deliver on time, on budget, to spec. It’s a dual role that will support customer implementations, while focusing on improving internal processes and capabilities so we can continue to deliver world class service to our customers. 
Responsibilities include overseeing and directly managing a portfolio of special projects for clients accounts, focusing on technology integrations between Udemy and clients’ tech stacks. This is primarily a non-technical role, though you will need to have a basic understanding of integration technologies, and experience in aligning client and internal resources. This role is subject to evolve and change as the company grows.
Reporting to the Senior Director, Enterprise Customer Success, you’re also a strong customer first advocate. You love finding innovative solutions to meet customer needs, and aligning internal and customer resources to deliver against objectives.

Here’s what you’ll do:

  • Manage time-bound and/or continuous programs including project scoping, schedule, risk mitigation, issue management and resource planning
  • Balance the delivery of large, high impact, highly cross-functional initiatives and a set of smaller projects 
  • Partner internally with Customer Success, Sales, Content, Product, Engineering and Marketing to create coordinated project plans and align these plans with customer expectations
  • Align with Customer Project Managers for joint risk management and reporting against progress as necessary
  • Communicate clearly and effectively to Udemy and client management on the plans, status, and critical issues. Escalate urgent issues appropriately and drive them to closure in a timely manner, working closely with client PM resources as needed
  • Provide feedback to continuously improve internal delivery and organization, i.e. how we organize to meet client objectives. 
  • Establish and drive adoption of project/program frameworks, tools and best practices. Share your program management knowledge with the leadership teams. Lead post-delivery analysis to guide future programs

We’re excited about you because you have:

  • 2+ years of relevant work experience as a project manager for a SaaS company focused on delivery of customer solutions
  • A disciplined and organized mindset that enables you to multi-task across as many as 10-15 projects at a time
  • The ability to keep others on task through influence, not direct control, and to separate out the critical from the not-so-critical 
  • A focus on results and outcomes, not just process. You have experience establishing processes that are appropriate, but don’t view process as a cure-all for delivery issues. You proactively address program obstacles, and have the willingness to go above and beyond to chase down loose ends that lead to successful product delivery
  • Strong analytical and communication skills
  • Demonstrated experience at the large enterprise level, where organizational complexity can introduce risk 
  • The ability to thrive in fast-paced, ambiguous environments

About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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