Anthology Careers

Customer Success Manager

Anthology Careers

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • Developing strong relationships with customers centered on ensuring their success and business goals achieved
  • Developing and implementing account engagement and execution plans to ensure business objectives are met and customer sentiment is positive
  • Executing prescriptive playbooks based on customer need
  • Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their features, benefits, and use cases
  • Taking action on customer sentiment information, such as surveys, NPS responses, solicited and unsolicited customer feedback
  • Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges
  • Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers
  • Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell opportunities, as well as assisting with renewal proposals
  • Acting as the customer’s liaison to all their needs within Anthology, triaging requests and bringing in the appropriate teams and resources to assist
  • Managing the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed
  • Serving as project manager and executing tailored plans both internally and externally, and proactively providing next-step support
  • Acting as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services, resources, and higher education industry trends
  • Driving advocacy in the form of references and success stories
  • Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
  • Conducting strategic partnership reviews
  • Building and maintaining relationships across the customer’s organization, including with C-suite institutional leadership
  • Owning and managing the entire renewal cycle

Requirements

  • Bachelor’s degree or equivalent
  • At least 5 years of related experience in Customer Service, Customer Success, and/or Education Technology serving the higher education sector
  • Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism
  • Excellent oral and written communication skills, including facilitating productive and action oriented executive sessions
  • Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment
  • Proven track record of successfully managing large/high value accounts and developing strong customer relationships with all levels of an organization
  • Advanced problem-solving and critical thinking skills
  • Ability to multitask and to consistently perform under the pressure of deadlines and other demands by appropriately triaging tasks according to strategic priorities
  • Highly organized, proactive and impactful communicator driven by a desire to help customers succeed
  • Ability to thrive in a results-oriented, collaborative environment
  • Fluency in written and spoken English, French and Italian
Benefits
  • Provide dynamic, data-informed experiences to customers
  • Commitment to diversity, inclusion, and belonging
  • Opportunities for professional development and growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecustomer successaccount managementproject managementproblem-solvingcritical thinkingmultitaskingcommunication
Soft Skills
empathysensitivityprofessionalismorganizationproactivitycollaborationrelationship buildingadaptability
Certifications
Bachelor's degree