Anthology Inc

Customer Success Manager

Anthology Inc

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $79,000 - $90,800 per year

About the role

  • Developing 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
  • Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
  • 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, facilitating client opportunities to network, share, and learn from their peers
  • 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 as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions
  • Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
  • Assisting the RSM and CRM in the renewal process, 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 to help the customer achieve their business objectives
  • Executing tailored plans both internally and externally, and proactively providing next-step support, including: External: managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategies Internal: escalation, identifying and engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Anthology business needs
  • Driving advocacy in the form of references and success stories
  • Maintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
  • 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
  • 1+ years of experience working in the Blackboard LMS or with Blackboard customers
  • Fluency in written and spoken English.
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
project managementcustomer relationship managementdata analysisproblem-solvingcritical thinkingaccount managementcustomer success strategiescustomer engagementreport creationmultitasking
Soft Skills
customer service focuscommunicationempathyprofessionalismorganizational skillscollaborationrelationship buildingproactive identification of challengesadaptabilitytask orientation
Certifications
Bachelor’s degreeCustomer Success certification