Senior Manager, Global Scaled AM

Job Overview:

We are looking for a Senior Manager of Account Management - Scaled  to help lead our “Scaled” segment in NAMER and LATAM. Coursera is making a significant investment in this segment and we are looking for a ‘builder’ and executor  who is excited to refine and execute our vision for this group of customers. You will manage a team of Account Managers and Customer Success Managers located in Canada and Colombia. You will report to the Global Head of Customer Success Management.

You will be a key member of the global leadership team with significant responsibility over renewal, expansion, and customer outcomes. Through your team, you will be responsible for ensuring your customers are renewing and growing while also using Coursera effectively to achieve their business outcomes. The person fulfilling this role is expected to be a senior sales and customer success  leader, and play a significant contributing role in developing strategy and go-to-market execution in the North America, LATAM, and MEA regions as well as input into global growth plans. 

In this cross-functional role, you can expect to work with members within Sales, Marketing, Implementation, Product, Finance, Support Operations, and Legal. You will also be expected to be an exceptional people manager and drive hiring, development, and retention for your team of high performing individuals. 

Responsibilities:

• Meet and exceed all team quarterly and annual sales quotas. 
• Set and meet quarterly goals for customer engagement and customer outcomes
• Take responsibility for all aspects of team management including hiring, coaching, development, goal setting, and performance management. Recruit, onboard, and retain new team members. Improve time to productivity for new team members while maintaining performance in the existing team. Develop experienced team members for promotion and internal mobility opportunities
• Act as a senior leader for the business and play an active role in go-to-market strategy for Scaled Account Management and Customer Success.
• Collect product feedback and influence the product roadmap and go-to-market strategy. 
• Represent Coursera as an executive sponsor and build relationships with key customers

Basic Qualifications:

• Proven sales and management experience at an Enterprise SaaS company. Proven track record managing enterprise Sales teams and over-achieving quarterly and annual sales targets
• 3+ years experience leading a sales team
• Experience managing a high volume of accounts using a mix of technological and manual interventions
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
• Ability to coach, lead and inspire teams to drive performance

Preferred Qualifications:

• 5+ years of experience managing sales and customer success 
• Experience managing a portfolio of “scaled” or “tech touch” customers 
• Experience with Gainsight, SFDC, Marketo and other customer management tools
• Entrepreneurial drive and comfort working as part of a team in ambiguous, quickly-changing environments
• Ability to build and analyze reports in Salesforce and provide accurate reporting metrics
• Strong cross functional collaboration experience - able to work with different functions effectively and for overall benefit to Coursera
• Superior written and verbal communication skills, strong analytical and creative-problem solving abilities, excellent interpersonal skills, organizational, and operational skills

If this opportunity interests you, you might like these courses on Coursera:

• Business Strategy
• Business Analytics
• Influencing People
• Customer Analytics

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