IT Customer Success Manager

Job Description

ABOUT THE ROLE: As an IT Customer Success Manager, you will work with company department representatives and stakeholders to ensure that IT initiatives are delivered effectively per business needs. Expected projects may include the following: Content for new IT initiatives and technologies, Training, Communications, Corporate office build outs, expansions, refresh and upgrades. The IT Customer Success Manager will also work to develop sensible business processes, templates, standards and tools congruent with Udemy’s unique culture. The successful candidate must have a solid technical, communications, project management, and communications (verbal & written) performing a similar role with an innovative mindset, experience supporting a complex range of technology infrastructure projects, and able to demonstrate sustained successful delivery.

Here’s what you’ll be doing:

• Engage with corporate user groups, stakeholders and management teams to ensure IT is delivering the correct project requirements and tools needed for success
• Create content that will drive greater engagement and awareness for tools and software that is provided by Udemy
• Effectively communicate the status of all projects across the department, highlighting issues or conflicts between teams to stakeholders and management
• Experience with commercial real estate planning, office build outs, office expansions and/or office relocation experience is required
• Plan for design and development of structured cabling and AV installations for international corporate offices
• Conducting project kick-off meetings and clearly communicating individual project roles and expectations
• Ensuring all project team members have the tools and training necessary to perform effectively
• Remove impediments/blockers in order to keep teams productive
• Provide support for technical issues for all Udemy offices
• Exercises independent judgment and discretion in matters of significance with broad scope and high complexity
• Approximately 25% domestic and international travel required

We’re excited about you because you have:

• 5-10 years of experience in an IT project management or technical role, managing major projects from conception to completion
• Experience participating in design and/or implementation of IT projects required
• Demonstrated delivery capability for office build projects including network, Wireless, AV, build, both domestically and internationally
• Knowledge of structured cabling and construction design and planning process
• Experience with procurement, vendor management, and RFP process
• Experience in help desk technical support
• Experience with video editing, sound, and wiki design and development

Desired Experience:

• Deep understanding of enterprise class video conferencing
• Cisco CCNA is a big plus
• Active Directory / Windows Server experience would be a plus

ABOUT UDEMY We believe anyone can build the life they imagine through online learning. Today, more than 40 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day. Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil). Udemy in the News: The Key To Solving Future Skills Challenges Algorithms are coming for their jobs, so workers are teaching themselves algorithms Distractions Are Costing Companies Millions. Here's Why 66 Percent of Workers Won't Talk About It How Soft Skills Can Help You Get Ahead in a Tech World Apply for this job