Renewals Manager

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our company page.

About this role

The Renewals Manager (LATAM) will play a pivotal role in driving the continued success of Udemy's enterprise business within the America region. This individual will be responsible for managing and renewing existing enterprise customer relationships, ensuring customer satisfaction, and maximizing revenue retention. This individual will build strong relationships with customers, understand their needs and provide exceptional service to ensure continued customer satisfaction and loyalty. This person will work cross-functionally within Udemy and in particular work closely with our Customer Success and Core Selling teams to provide a holistic and customer experience.

What you'll be doing
Customer Relationship Management:

• Build and maintain strong relationships with enterprise customers, serving as their trusted advisor.

• Understand customer needs and business objectives to provide tailored solutions.

• Work Cross Functionally, thinking and acting strategically with internal stakeholders preparing customer proposals and contracts

• Proactively address customer concerns and issues to ensure high levels of satisfaction.

• Penetrate the customer environment and develop multi-threaded contacts at various levels of their business

Renewal Management:

• Manage the entire renewal sales stage process in for enterprise customers within the LATAM region

• Managing all the renewal customer touch-points as designed in our GTM Renewals Playbook so we have a consistent and optimized customer experience.

• Leveraging  your persuasion and negotiation skills, to price and quote your customer to maximize the ARR spend by the customer with Udemy, which will include identifying opportunities to upsell or cross-sell additional products or services.

• Proactively identify and address potential renewal risks or challenges, including liaising with various customer departments, e.g. Legal and Procurement depts to ensure an optimized renewals motion

• Actively working on your assigned renewal portfolio on a continuous and rolling 12mth basis

• Ability to accurately forecast your assigned renewal portfolio to management when asked leveraging our systems and tools

Data Analysis:

• Track and analyze renewal metrics, including renewal rates, revenue retention, and customer satisfaction.

• Prepare regular reports on renewal performance and identify areas for improvement.

• Ability to leverage system data to understand the customers’ product and service consumption

Continuous Improvement:

• Stay updated on Udemy's products, services, and industry trends.

• Contribute and share best practices for optimization of renewal strategies and GTM strategies

• Collaborate with other departments to ensure a seamless customer experience.

Required Skills and Qualifications

• Bachelor's degree or equivalent experience.

• ideally 3-5 years of experience in enterprise sales, account management, or customer success, which was customer-facing, preferably in a SaaS or subscription-based business

• Proven track record of successfully managing and renewing enterprise customer relationships.

• Strong negotiation, communication and persuasion skills.

• Ability to build strong relationships with customers at all levels, up to c-suite level

• Excellent problem-solving and analytical skills, both verbal and written.

• Ability to travel as needed within the LATAM region.

• Strong organizational and time management skills.

• A passion for providing exceptional customer service.

Additional Preferred Qualifications

• Experience in the online education or e-learning industry.

• Knowledge of sales and marketing best practices.

• Knowledge of contract law and negotiation tactics

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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. 

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits,  Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. 

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