Global Implementation Manager

Launched in 2012 by two Stanford professors, Andrew Ng and Daphne Koller, Coursera is now one of the largest online learning platforms in the world, with 168 million registered learners. Our mission is to provide universal access to world-class learning. We partner with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations and Professional Certificates degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

Job Overview:

As a Global Implementation Manager at Coursera, you will join the Scaled Professional Services Team to lead the implementation efforts for our Mid-Market Enterprise Customers. Your primary goal will be to deliver impactful solutions swiftly and successfully across our customer base.

This role is highly cross-functional, requiring collaboration with teams including Sales, Customer Success, Marketing, Product, Engineering, Finance, Learner Services, and Legal. You will be responsible for ensuring seamless project execution, driving customer satisfaction, and achieving key performance indicators related to project timelines and outcomes.

In this position, you will have the opportunity to significantly impact Coursera’s growth by enabling our customers to maximize their investment in Coursera's Enterprise products. You will also have ample opportunities for professional growth and development within a rapidly evolving and innovative environment.

Key Responsibilities:

• Configure and Launch Enterprise Products: Successfully configure and launch Coursera’s Enterprise products in alignment with customer requirements, ensuring high-quality delivery and customer satisfaction.
•  Build and Enhance Implementation Methodology: Contribute to the development and continuous improvement of implementation methodologies and best practices, ensuring streamlined processes and successful project outcomes.
• Project Management: Independently manage multiple projects at the same time by leveraging strong customer relationships and data analysis. Ensure timely and efficient delivery of implementation services.
• Innovate & Experiment: Proactively search for and experiment with innovative solutions and strategies to enhance the implementation model. Focus on refining processes to increase customer experience and overall impact.
• Customer Onboarding: Lead the onboarding process for new customers, ensuring they are thoroughly equipped to run successful programs with Coursera’s Enterprise products. Provide guidance and support during the onboarding phase.
• Feedback Mechanism: Establish and maintain an effective feedback mechanism to capture and channel insights and customer feedback. Collaborate with cross-functional teams including Customer Success, Support, and Product & Engineering to drive continuous improvements based on customer insights.

Basic Qualifications:

• 6+ years of experience in customer-facing roles, ideally within the tech or educational technology sector.
• Proven experience in managing multiple customer projects at scale.
• Strong analytical and problem solving skills with an experience in end-to-end project management. 
• Exceptional customer relationship management skills, with the ability to influence and drive program success without direct authority.
• Exceptional written and verbal communication skills, coupled with strong presentation abilities.
• Proven ability to innovate and experiment with new strategies to optimize implementation processes.

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

• Creative Problem Solving
• Business Strategy
• Influencing PeopleProject Management: Principles and Practices

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