Chief Enterprise Customer Renewal Strategist

Job Overview:

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• The Renewals Manager will play a pivotal role in driving the continued success of Udemy's enterprise business within the America region. This individual will be responsible for managing and renewing existing enterprise customer relationships, ensuring customer satisfaction, and maximizing revenue retention.">

Key Responsibilities:

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• Build and maintain strong relationships with enterprise customers, serving as their trusted advisor">
• Understand customer needs and business objectives to provide tailored solutions">
• Work cross-functionally with internal stakeholders preparing customer proposals and contracts">
• Proactively address customer concerns and issues to ensure high levels of satisfaction">
• Penetrate the customer environment and develop multi-threaded contacts at various levels of their business">

Renewal Management:

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• Manage the entire renewal sales stage process for enterprise customers within the LATAM region">
• Managing all renewal customer touch-points as designed in our GTM Renewals Playbook to ensure a consistent and optimized customer experience">
• Leverage persuasion and negotiation skills to price and quote customers to maximize ARR spend, including identifying opportunities to upsell or cross-sell additional products or services">
• Proactively identify and address potential renewal risks or challenges, liaising with various customer departments such as Legal and Procurement">
• Actively work on assigned renewal portfolios on a continuous 12-month basis">
• Accurately forecast assigned renewal portfolios to management when asked leveraging system data">

Data Analysis:

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• Track and analyze renewal metrics, including renewal rates, revenue retention, and customer satisfaction">
• Prepare regular reports on renewal performance and identify areas for improvement">
• Use system data to understand customer product and service consumption">

Continuous Improvement:

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• Stay updated on Udemy's products, services, and industry trends">
• Contribute and share best practices for optimization of renewal strategies and GTM strategies">
• Collaborate with other departments to ensure a seamless customer experience">

Required Skills and Qualifications:

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• Professional fluency in Portuguese, Spanish, and English">
• Bachelor's degree or equivalent experience">
• Ideal 3-5 years of experience in enterprise sales, account management, or customer success with a focus on customer-facing roles preferably in SaaS or subscription-based businesses">
• Proven track record of successfully managing and renewing enterprise customer relationships">
• Strong negotiation, communication, and persuasion skills">
• Ability to build strong relationships with customers at all levels, up to C-suite level">
• Excellent problem-solving and analytical skills, both verbal and written">
• Ability to travel as needed within the LATAM region">
• Strong organizational and time management skills">
• Passion for providing exceptional customer service">

Additional Preferred Qualifications:

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• Experience in the online education or e-learning industry">
• Knowledge of sales and marketing best practices">
• Knowledge of contract law and negotiation tactics">

Why Work Here?

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• Grow your career through learning and development opportunities">
• Access to full Udemy courses for personal and professional growth">
• Monthly UDay budget for self-improvement">
• Collaborative work environment that encourages innovation and creativity">
• Opportunity to make a meaningful impact on customer success and revenue growth">

Benefits Start With You:

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• Comprehensive health insurance for you and your family">
• Dental and vision insurance options">
• Retirement savings plan with company match">
• Stock option program for eligible employees">
• Generous paid time off policy">
• Flexible work arrangements to support work-life balance">

Seniority Level: Mid-Senior
Employment Type: Full-time
Job Function: Business Development and Sales