Job Overview:
As a Global Implementation Manager at Coursera, you will drive enterprise-wide impact by delivering rapid, consistent, and high-quality implementations for a large, diverse portfolio of customers. Operating within the Global Professional Services team, you will leverage automation, data-driven insights, and standardized best practices to successfully manage a high ratio of enterprise accounts. Thus balancing scale, speed, and quality without intensive, one-to-one engagement.
Your core mission is to ensure every customer in your scaled portfolio quickly realizes value, proactively resolves obstacles, and maximizes their investment in Coursera. You will work cross-functionally and continuously evolve our model to improve efficiency and customer outcomes across thousands of users.
Responsibilities:
- Efficiently manage a large book of enterprise accounts (100+ organizations/segments) through systematic, data-driven processes and scalable engagement strategies.
- Use dashboards, analytics, and automated alerts to monitor portfolio health, spot usage trends, and proactively identify risks/opportunities across your accounts.
- Lead the implementation and onboarding process for new and expanding enterprise clients, leveraging technology and repeatable workflows to ensure rapid, seamless deployment.
- Develop one-to-many outreach programs, such as webinars and value-added activities, addressing common challenges and best practices.
- Proactively seek, prototype, and adopt innovative solutions—especially automation tools, AI enhancements, and new technologies—to elevate the customer experience.
- Collaborate closely with Cross-functional teams such as Customer Success, Account Management, Product, and Engineering partners to optimize the end-to-end implementation journey for high-volume, enterprise customer segments.
Basic Qualifications:
- 4+ years in customer-facing program/project management, preferably in SaaS, EdTech, or enterprise technology environments.
- Demonstrated experience managing large-scale customer portfolios (e.g., 100+ accounts) through data, automation, and scalable processes.
- Strong analytical skills, able to synthesize portfolio-wide insights and drive collective action.
- Technical acumen and experience in onboarding or deploying enterprise SaaS tools, APIs, and automation platforms.
- Excellent communication and stakeholder management abilities, with a proven record of success in high-volume, fast-paced environments.
- Solution-oriented, resourceful, and energized by the challenges and opportunities of delivering consistent value at scale.
Preferred Qualifications:
- Experience in implementation, onboarding, or customer success at a SaaS company serving high volumes of enterprise or B2B accounts.
- Familiarity with AI-enabled and automated delivery strategies.
If this opportunity interests you, you might like these courses on Coursera:
Compensation:
Coursera offers competitive pay and equitable compensation practices. Our job titles may span more than one career level. This role's targeted hiring base salary range is between $73,600 and $92,000 CAD. The actual base pay is dependent upon many factors, including but not limited to prior work experiences, training/education, transferable skills, business needs, and geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for variable pay, equity, and benefits.
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