Launch Services Specialist

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.
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
About the Role
We are looking for a talented launch specialist to join our rapidly growing team.
You will be accountable for capturing customers' unique needs and acting as a trusted advisor, providing technical and operational guidance to help customers effectively leverage our products and drive maximum impact for their business. Responsibilities include overseeing and directly managing a portfolio of customer cohort projects focused on delivering Udemy's solutions quickly and successfully that drives impact throughout our customer's organizations.
Reporting to the Manager of Launch Services, you're 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 Will Be Doing:

• Execute launch planning services, including course registration, communications, hosting of virtual events and implementing feedback surveys for all client projects
• Utilizing launch management standards and best practices, while maintaining a reasonable amount of flexibility for the way our customers need Udemy to support their organization
• Communicating clearly and effectively to Udemy and customer management on status and critical issues related to launch
• Managing customer anxiety, providing the team and stakeholders not only with a high-quality result but a memorable journey throughout the project
• Developing relationships with key stakeholders with cross-functional teams to support coordinated launch plans and align these plans with customer expectations
• Executing time-bound and/or continuous customer-facing projects including project scope, schedule, budget, resource planning, risks, dependencies
• Developing relationships with key stakeholders within Professional Services, Customer Success, Sales, Content, Product, Engineering, and Marketing to create coordinated launch plans and align these plans with customer expectations
• Maintain accurate customer data according to Udemy polices and information sharing protocols
• Escalate urgent issues appropriately and driving them to closure in a timely manner, working closely with key stakeholders as needed
• Identifying areas for improvement and providing feedback to continuously improve our launch services methodology, the tools we use, and how we communicate at Udemy
• Respond to customer and team questions regarding the courses, technical features of the platform, delivery process, or other inquiries as necessary
• Develop detailed handoff documentation for each project and aligning schedules for internal teams, clients, and contract resources.
• Other duties as assigned such as supporting pre-sales trials or compiling detailed reporting after project completion.

We Are Excited About You because You Have:

• 2+ years of relevant work experience as a customer-facing project manager or implementation manager for a SaaS company focused on the delivery of customer solutions
• Experience working in the Learning & Development space
• A proven ability to complete projects according to outlined deliverables, budget, and timeline
• A disciplined and organized mindset that enables you to multitask across as many as 10-15 client launch projects at a time
• The ability to keep others on task through influence, and to separate out the critical from the not-so-critical
• A focus on results and outcomes, not just process
• Experience proactively addressing project 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
• The ability to participate in team and/or customers discussions, with co-located and virtual team members
• The ability to thrive in fast-paced, ambiguous environments
• Proven ability to ally with others and solve problems creatively
• Strong familiarity with project management software tools, methodologies, and best practices
• The ability to recognize opportunities for technical solutions to solve business problems
• Experience seeing projects through the full lifecycle
• Excellent communication and analytical skills

Minimum compensation of $56,000 + equity+ benefits (see below).
We understand that not everyone will match the above qualifications 100%. If your background isn't perfectly aligned but you feel you would be a great addition to the team, we'd love to hear from you.
About Udemy
At Udemy, we're all about improving lives through the power of learning. We are a leading global learning company and one of the world's largest education platforms with more than 54 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. Talented people are everywhere, but opportunities can be hard to come by. That's why we're focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by empowering our learners, our instructors, and businesses around the world.
We are proud to be recognized for our world-class employee experience. Learn more about our Great Place to Work certification here and find out what it's like to work at Udemy on our blog .
Udemy is headquartered in San Francisco with global offices in the US, Turkey, Ireland, Australia, India, and Brazil. Learn more on our company page .
Information regarding data privacy is available within the Udemy Careers Privacy Notice .
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. We will consider for employment qualified applicants with arrest and conviction records.
Udemy Benefits:

• Eligibility: Regular, full-time employees are eligible for Udemy's benefit programs.
• Health Plans: Medical, dental, and vision coverage (100% coverage for employee-only).
• HSA/FSA/Commuter: Pre-tax savings/spending plans available; generous HSA employer contributions for those enrolled in the HDHP medical plan.
• Life/Disability: Employer-paid life insurance (supplemental available), in addition to short-term and long-term disability.
• Retirement: Access to 401(k) with annual employer contribution.
• Wellbeing: Corporate memberships for meditation and mindfulness, therapy and coaching, financial planning, primary care, tele-health, health advocacy, parent/newborn support, and employee discounts.
• Education: Free access to the entire course library on the Udemy and Udemy for Business platforms; annual stipend for external learning beginning at six months of employment.
• Charitable Matching Program: Employer match of monetary contributions to eligible nonprofits and charities that carry a 501(c)(3) tax status.
• Vacation: 15 days per year of Paid Time Off for hourly; flexible Discretionary Time Off for salaried.
• Parental Leave: 8 weeks of leave at 100% pay for parents who take time off from work following the date of birth, adoption, or foster placement beginning at six months of employment; this amount is in addition to pregnancy-disability benefits at 100% pay, if applicable.
• Holidays: 11 paid holidays throughout the year

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