Enterprise Account Manager

Udacity is seeking a hardworking, driven, and business-focused individual to join our Enterprise GTM team. At Udacity, customer retention is at the heart of our success as a company, and as an Enterprise Account Manager, you will be an integral part of driving results in our company’s core business strategy by focusing on renewing our relationships with customers and ensuring they have the solution they need to achieve positive business outcomes. Our Enterprise team is responsible for helping companies, non-profits, and governments realize the power of Udacity’s training at scale.  You will help leading companies fulfill their objectives and empower their teams with training in the latest technologies so that they can develop powerful new products and services on a global scale.

In this valued role, you will partner with customers and multiple internal stakeholders (e.g., Enterprise Account Executives, Customer Success Managers, RevOps, Finance, Legal, etc.) to ensure value is realized and that our customers are set up for continued success.  You will leverage your prior customer facing experience to interface with and build deep relationships with Executives. You will also draw on your strong analytical skills and discipline to forecast renewals, and execute on your renewal plan with a high degree of accuracy and efficiency. You will have the opportunity to be part of shaping and defining the Enterprise Account Management function and the systems and processes we will use.

What you’ll do

• Develop deep expertise and understanding of Udacity’s products, GTM strategy, and standards for pricing, negotiating and closing renewals which may include growth within the customer.
• Manage opportunities weekly, providing accurate and timely forecasts to leadership.
• Attain quarterly renewal targets, ensuring deals are on time.
• Increase penetration within the existing portfolio by generating more learner demand, and/or adding new business units, while coordinating with sales and CS.
• Research customer contracts and purchasing history to build timely and accurate proposals for renewals within your portfolio.
• Participate in account reviews and planning while keeping documents updated in SFDC.
• Proactively validate success metrics, positive business outcomes and challenges throughout the entire customer lifecycle.
• Work cross-functionally to develop renewal strategies; sometimes coming up with creative and out-of-the-box ideas.
• Manage the transaction process end-to-end, collaborating with Deal Desk, RevOps, Legal, Finance, and the GTM team/leadership.
• Handle billing inquiries promptly.
• Identify when supporting resources are needed to secure a renewal.
• Understand and document the customer procurement process.

What you’ll need

• 5+ years of experience in an Enterprise Account Management position or related function (ie. growth and retention) that includes direct customer interaction.
• Strategic Enterprise client management experience is a must.
• Strong contract negotiation skills with the ability to discuss and close multi-year deals.
• Excellent executive-level communication and presentation skills.
• Experience planning and researching customer value propositions and tying it back to value-based solutions.
• Competency with sales pipeline management and CRM tools, including SFDC.
• German and English fluency (spoken and written)

Our team members are

• Self-motivated, proactive and leave no stone unturned to get the job done.
• Actively interested in increasing business value for our customers and deepening customer relationships.
• Excellent time and process management, ensuring nothing slips through the cracks.
• Empowered to make decisions quickly, pragmatically, and within the parameters of the business need.
• Always learning and treating their work like a craft – constantly honing and refining skills to adapt to an ever-changing landscape.