Senior Technical Account Manager

<h3><strong>Join Udemy. Help </strong><strong>define<em> </em></strong><strong>the future of learning.</strong></h3> <p>Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.</p> <p>Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.</p> <p>Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. </p> <p>Learn more about us on our<a href="https://about.udemy.com/company/"> company page</a>.</p><p><strong><strong>Where we Work</strong></strong></p> <p> </p> <p>Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye.</p> <p><strong><em>This is a remote position, requiring ~30% travel for client and internal meetings</em>.</strong></p> <p> </p> <p><strong><strong>About your skills</strong><strong> </strong></strong></p> <p> </p> <ul> <li> <p><strong><strong>Technical Expertise &amp; Product Knowledge: </strong></strong>You need a deep understanding of Udemy products and the underlying technologies. This includes explaining complex technical concepts to both technical and non-technical stakeholders, troubleshooting issues, and understanding how our solutions integrate with client systems.</p> </li> <li> <p><strong><strong>Customer Relationship Management:</strong> </strong>Building and maintaining strong, trust-based relationships with key accounts is fundamental. This involves understanding client business objectives, being responsive to their needs, proactively communicating, and serving as their strategic advisor. </p> </li> <li> <p><strong><strong>Problem-Solving and Issue Resolution:</strong> </strong>You need strong analytical skills to quickly diagnose issues, coordinate with internal teams (engineering, support, product), and drive resolution while keeping customers informed throughout the process. You would prevent small issues from becoming major problems by anticipating risks and proactively developing mitigation strategies.</p> </li> <li> <p><strong><strong>Communication and Presentation Skills:</strong> </strong>Providing clear and tailored communication to both technical and non-technical audiences. Strong presentation and storytelling skills to drive adoption and alignment, presenting ROI data, delivering product roadmap updates, facilitating requirements gathering sessions, and translating between business needs and technical capabilities. </p> </li> <li> <p><strong>Nice to have: </strong>Multi-language fluency in Spanish, French, German, Italian</p> </li> </ul> <p> </p> <p><strong><strong>About this role</strong></strong></p> <p>As a Senior Technical Account Manager (TAM), you will act as the primary technical liaison between our customers and internal teams. This role is critical in ensuring our customers achieve maximum value from the Udemy platform. You will own the post-sales technical relationship with a portfolio of enterprise clients, helping them onboard effectively, resolve technical issues, and drive long-term adoption and satisfaction. You are a key player in customer retention, satisfaction, and orchestrating growth — often contributing directly to Gross Revenue Retention (GRR) and customer health metrics.<br/> </p> <p><strong><strong>What you’ll be doing</strong> </strong></p> <h3><strong><strong>Customer Engagement &amp; Relationship Management</strong></strong></h3> <ul> <li> <p>Serve as the trusted technical advisor for a portfolio of strategic or enterprise clients.</p> </li> <li> <p>Lead regular technical check-ins, health assessments, and strategic reviews with clients.</p> </li> </ul> <h3><strong><strong>Onboarding &amp; Implementation Support</strong></strong></h3> <ul> <li> <p>Guide customers through onboarding, integration, and deployment processes.</p> </li> <li> <p>Provide hands-on configuration and guidance to ensure successful implementation.</p> </li> <li> <p>Coordinate with Product and Engineering to manage technical requirements, timelines, and delivery.</p> </li> </ul> <h3><strong><strong>Issue Resolution &amp; Advocacy</strong></strong></h3> <ul> <li> <p>Act as the primary technical point of contact for escalations and ongoing technical needs.</p> </li> <li> <p>Troubleshoot complex product-related issues and coordinate internal resources for resolution.</p> </li> <li> <p>Advocate on behalf of customers by providing feedback to internal teams and influencing roadmap decisions.</p> </li> </ul> <h3><strong><strong>Enablement &amp; Best Practices</strong></strong></h3> <ul> <li> <p>Educate customers on product capabilities, updates, and relevant integrations.</p> </li> <li> <p>C