Senior Customer Success Manager
Persado
Customer Success Manager
Anthology Inc
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $79,000 - $90,800 per year
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- Bachelor’s degree or equivalent work experience
- At least 5 years of related experience in Higher Education, Customer Experience, Customer Success, and/or Education Technology serving the higher education sector
- Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism at all times
- Excellent oral and written communication skills; proactive and impactful communicator
- Strong project management skills
- Ability to work independently and to proactively identify and respond to emerging challenges and changing conditions
- Proven track record of successfully managing accounts and developing strong customer relationships with all levels of an organization
- Well-developed problem-solving and critical thinking skills
- Ability to effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop action plans
- Ability to multitask and consistently perform under the pressure of deadlines and other demands
- Highly organized, task-oriented
- Ability to thrive in a fast-paced, results-oriented, collaborative environment
- Skilled in building deep relationships and connect with others authentically
- Proficiency with CRM and/or customer success software
- Ability to work with sales organizations in a matrix-model as new products are being introduced and sold in various regions, for various functions to business units within an institution of higher learning
- Experience managing a large-scale technology transition either at an educational institution or a company
- 1+ years of experience working in the Blackboard LMS or with Blackboard customers
- Fluency in written and spoken English
