Anthology Inc

Customer Success Manager

• Ensure that customers see value throughout their entire Anthology journey
• Engage with customers to understand their goals and to create and execute plans that achieve partnership objectives
• Work primarily with personas using Blackboard LMS; requires specialized knowledge of the solution, higher ed, and relevant personas
• Strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services
• Assist account team members in identifying expansion (sales and services) opportunities
• Develop strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
• Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positive
• Executing prescriptive playbooks based on customer need
• Conducting partnership reviews with customers to ensure progress on shared business objectives, including modernization
• Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback
• Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events
• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
• Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects
• Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
• Coordinating the renewal process in partnership with the RSM and CRM, contributing strategic insights to maximize value and positioning in renewal discussions
• Serving as an internal advocate for the customer, helping to drive support and change when necessary
• Serving as strategic coordinator for the account, executing tailored plans both internally and externally
• Acting as an information conduit from Anthology and the industry to customers
• Driving advocacy in the form of references and success stories
• Maintain accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
• Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
• Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership
• Traveling as needed for onsite customer engagements and events, approximately 25% of the time

Manager

Manager, Implementation Consulting

Support Engineer

• Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email
• Document customer issues, reproduce and gather details on reported problems through resolution or escalation to Tier 2
• Draft, review, and publish product bugs/fixes into Knowledge Base
• Represent Customer Support in support meetings with product teams and external customers
• Provide outstanding customer service and represent the voice of the customer
• Participate in rotating on-call schedule covering nights and weekends for high severity issues
• Possible variable pay; duties may be reassigned by management

Technical Support Associate I

Product Marketing

Senior Product Marketing Manager – Product Engagement

Consultant

• The Technical Account Manager is the trusted technical business advisor to clients, providing guidance around operations and optimizations of their IT infrastructure regarding Anthology’s products.
• Assigned to specific customer account(s) to build the technical support relationship between the client and Anthology; provide consulting and guidance; provide emergency solutions while escalating priority one issues; and serve as a primary technical liaison across internal departments.
• More than a technical point of contact, the Technical Account Manager is a personal advocate working on a client’s behalf to help proactively prevent issues before they arise, as well as escalating and driving the resolution of incidents that occur. This role requires a focus on partnering with customers by maintaining long-term relationships and clearly understanding technical challenges, corporate infrastructure, and key business drivers. This includes leading customer meetings and quarterly reviews, reviewing customer business practices and existing data, preparing weekly status reports, managing daily calls and meetings, and disseminating information internally to management and stakeholders.
• Technical Account Managers can also provide a development component in writing ad-hoc scripts, building automations with workflows, or custom reporting and more.
• The ideal candidate must demonstrate leadership skills and be proactive, self-starting, professional, quality-focused, and committed to being highly engaged with clients.
• Primary responsibilities will include: Account Management roles and responsibilities; Developing and fostering strong customer relationships; Identifying and evaluating business processes and assisting in defining accurate and efficient best practices; Meeting specific customer satisfaction goals; Development roles and responsibilities; Developing T-SQL customizations; Developing custom automations using Workflow technology; Developing custom reports using SSRS or PowerBI; Additional roles and responsibilities; Troubleshooting technical problems and answering general support questions for our various Anthology products; Maintaining documentations of customizations, integrations, and environment details; Consulting with customers on technical issues and recommending sound solutions; Solving unexpected complex issues to maintain operational efficiency; Providing feedback to the development team on issues pertaining to each product; Performing on-call duties during holidays, nights, and weekends as needed.

Senior Technical Consultant

Product Designer

• The Opportunity: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.
• The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.
• The Candidate: Required skills/qualifications:
• Relevant degree or equivalent experience
• 5+ years as a user researcher/product designer on both web and mobile products
• Experience running research such as usability testing
• Demonstratable experience in UX design and interaction design
• Excel at designing simple, inclusive, elegant products, which consider all screen sizes from mobile, through to desktop
• Strong portfolio showcasing solid user centered design practice and user research
• Team player and exceptional communicator who simplifies complexity, tells compelling stories, and can get buy in for critical design decisions
• Knowledge of inclusive design and accessibility
• Fluency in written and spoken English
• Preferred skills/qualifications:
• Service design experience, designing across systems and touchpoints
• Understanding of UK and European Higher Ed markets
• Experience designing and working with AI and machine learning
• Demonstrated ability to effectively work with remote, globally distributed teams, maintaining strong relationships across teams with diverse cultures and work styles
• Please include a link to your portfolio as part of your application.
• Only applications with portfolios links will be considered.
• Your portfolio can be a link to website or a Google Drive folder (or equivalent).
• While the full salary range for this role is (105,000 - 157,800), the expected hiring range for this opening is ($105,000 –$131,000), depending on experience and budget availability.
• This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required.

Product Designer, Sr.

• Define and execute a knowledge management strategy aligned with business goals
• Develop and maintain a centralized repository of proposal content, templates, boilerplate language, and FAQs
• Implement and manage knowledge management systems to support proposal development
• Advocate for continuous improvement in proposal content quality and knowledge workflows
• Capture tacit knowledge from SMEs into reusable assets
• Monitor usage and effectiveness of knowledge assets using KPIs and analytics
• Provide training and support to proposal teams on knowledge tools and best practices
• Communicating and influencing at a mid-level individual contributor capacity
• Coaching subject matter experts in persuasive writing and proposal best practices