Manager, Core Account Services Job in Coursera Inc.

Job Overview: As a Manager of Core Account Services, you will be responsible for building and managing an implementations team responsible for both scaled enterprise and authoring partner content implementations from scratch. As our business rapidly grows, this newly formed team will drive high quality implementations to our smaller enterprise clients and authoring partners through operational best practices and a customer-first approach. The team will be brand new and, once established, will have the opportunity to expand its services into other strategic areas of the business. Responsibilities: Hire and manage a team of implementation experts who can drive implementations, customer experience and business analyses in support of our scaled enterprise clients and authoring partners Develop training plans, performance management processes, and metrics to ensure quality output and justifying the growth of the team Actively look for ways to improve process efficiencies and effectiveness within the team in service of creating customer centric implementation methodologies Drive customer satisfaction through role modelling, training and effective escalation management Make team decisions guided by policies, procedures and business plans with limited guidance Demonstrate strategic thinking and team leadership by owning team OKRs, delivering on them successfully. Basic Qualifications: 3+ years experience in managing and leading implementation teams in Enterprise SaaS Demonstrated history in SaaS solution deployment or customer success Proven record of building and growing a new team in a global environment Experience fostering strong relationships with global customers Preferred Qualifications: Prior experience in education technology Detail-oriented with the ability to set priorities and be flexible in a changing environment Passion for problem-solving and creative solutions Proven sense of customer empathy and customer-centricity If this opportunity interests you, you might like these courses on Coursera: Creative Problem Solving Influencing People Business Strategy