Customer Success Manager - Blackboard at Anthology Inc in Boca Raton, Florida

Job Description:

Customer Success Manager

Remote - United States

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.

For more information about Anthology and our career opportunities, please visitwww.anthology.com.

The Customer Success Manager (CSM) ensures that customers see valuethroughouttheir entire Anthology journey. With a focus on success and retention, the CSMengages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Anthology.

The CSM works collaboratively with other Anthology teams to ensure customers receiveappropriate support, resources, and services, andassistsaccount team members inidentifyingexpansion (sales and services) opportunities. In addition, this CSM role works primarily with personas using Blackboard and leverages their expertise to conduct meaningful customer engagements, drive 1:Many initiatives, and create adoption campaigns to assist customers with the transition to Ultra.

The ideal candidate for this role embraces acustomer-firstmindset, excels at buildingrelationshipsand creating raving fans, can confidently solve adoption challenges, and is adept at driving activities that deliver exceptional value to customersin all phases of the lifecycle.

Primary responsibilities will include:

• Developingstrong relationships with customers centered on ensuring their successin meeting their business goalsthrough the modernization journey, including the adoption of Ultra


• Developing and implementing account engagements to ensure business objectivesare met, modernization is achieved,andcustomersentiment ispositive


• Executingprescriptiveplaybooksbased on customerneed, including any challenges and roadblocks that may arise during the transition to Ultra


• Developing an understanding ofand responding to customer questions onthe full Anthology portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported


• Conducting or assisting with regular partnership reviews with customers to ensure progress on shared business objectives, including modernization


• Acting on customer sentimentinformation, such assurveys,NPS responses,solicited and unsolicitedcustomerfeedback


• Promotingcustomer engagementintheonlineAnthologyCommunity,as well asAnthology-hostedvirtualand in-person events, facilitatingcustomeropportunities tonetwork, share,andlearnfromtheirpeers


• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers


• Connectingcustomers tobest practiceresources and/orrecommendations; assisting customers in solving point-in-time challenges;connecting customers with opportunities for engagementin feedback sessions andwith research projects as applicable;partnering with the customer to support the overall goal of increased satisfaction and adoption ofAnthologysolutions


• AssistingRegional Sales Managers (RSMs)and regional leadershipwith identifying customer goals/values and cross-sell and up-sell and services opportunities, as well asassistingwith renewalproposals


• Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their businessobjectives


• Serving as project manager and executing tailored plans both internally and externally, and proactively providing next-step support, including:
  
  
  • External:managing the customerexperience throughappropriate channels, including outreach, meetings, providingrecommendations, crafting of responsesafterinternal alignment, executingcustomer outreach strategies
  
  
  • Internal:escalation, identifying and engaging SMEs/Strategists as needed, regular meetings withinternal teamstoresolveidentified issues, providing direction and ensuring focus on customeras well asAnthologybusiness needs
  
  
  
  

• Acting as an information conduit fromAnthologyand the industry to customers, ensuring customers are connected to the latest information on Anthologyproducts and services, resources,andhigher educationindustry trends


• Driving advocacyin the form of referencesand success stories


• Projecting a favorable public image of the company to promote its objectives and goals and enhance customerrelationships


• Buildingand maintainingrelationshipsacross thecustomer'sorganization, includingwith C-suiteinstitutional leadership


• Traveling up to 25% of the time

The Candidate:

Required skills/qualifications:

• Bachelor's degree or equivalent work experience


• At least 5 years of related experience inHigher Education,Customer Experience, CustomerSuccess, and/or Education Technology serving the higher educationsector


• Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism


• 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 changingconditions


• Proven track record of successfully managing accounts and developing strong customer relationships with all levels of anorganization


• Well-developedproblem-solving andcritical thinkingskills


• Ability to effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop actionplans


• Ability to multitask and consistently perform under the pressure of deadlines and otherdemands


• Highly organized, task-oriented


• Ability to thrive in a fast-paced, results-oriented, collaborativeenvironment


• Skilled inbuildingdeeprelationshipsand connectwithothersauthentically


• Proficiency with CRM and/orcustomer success software


• Ability to work with sales organizations in a matrix-model as new products are beingintroduced and sold in variousregions, forvarious functionstobusiness units within an institution of higherlearning


• Experience managing a large-scale technology transition either at an educational institution or a company, from which applicable skills in project planning, stakeholder alignment, multi-team coordination, and executive progress communications were demonstrated


• At least 2 years of experience working in the Blackboard LMS or with Blackboard customers


• Fluency in written and spokenEnglish

Preferred skills/qualifications:

• Advanced degree


• Experience working in or serving Higher Education institutions


• ExperienceworkinginaCustomerExperienceorCustomerSuccessroleataSoftware-as-a-Servicetechnologycompany


• 2 or more years of experience developing courses in Blackboard as an admin or faculty member


• 1 or more years of experience developing Ultra courses in Blackboard or equivalent experience moving from one user experience to another with any software solution

Pay range is $76,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.