Senior Technical Account Manager

Where we Work

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. This is a hybrid position, requiring ~30% travel for client and internal meetings and 3 days per week in our Mumbai office.

About your skills 

• Technical Expertise & Product Knowledge: 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.

• Customer Relationship Management: 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. 

• Problem-Solving and Issue Resolution: 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.

• Communication and Presentation Skills: 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. 

About this role

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.

What you'll be doing 

• Serve as the trusted technical advisor for a portfolio of strategic or enterprise clients.

• Lead regular technical check-ins, health assessments, and strategic reviews with clients.

• Guide customers through onboarding, integration, and deployment processes.

• Provide hands-on configuration and guidance to ensure successful implementation.

• Coordinate with Product and Engineering to manage technical requirements, timelines, and delivery.

• Act as the primary technical point of contact for escalations and ongoing technical needs.

• Troubleshoot complex product-related issues and coordinate internal resources for resolution.

• Advocate on behalf of customers by providing feedback to internal teams and influencing roadmap decisions.

• Educate customers on product capabilities, updates, and relevant integrations.

• Create and deliver tailored documentation, technical workshops, or training sessions.

• Share industry and product best practices to drive maturity and innovation in customer usage.
   

What you'll have 

• 4-6 years of customer-facing technical experience in SaaS (e.g., Technical Account Manager, Solutions Engineering, Solutions Architect, or Solutions Consultant).

• Experience in developing and implementing strategic programs with cross-functional impact and influence.

• Strong verbal, written, and presentation skills; able to simplify complex technical topics and tell a compelling story.

• Skilled at influencing and aligning stakeholders across functions and levels.

• Extensive experience working closely with Customer Success, Sales, Support, Product, and other cross-functional partners to drive customer outcomes and business impact.

• Demonstrated ability to approach challenges with a solution-oriented mindset.

• Comfortable balancing strategic planning with tactical execution.

Application Window

The application window will be open until 10th December 2025 at least. This opportunity may remain posted based on business needs, which may be after the specified date.

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