Customer Success Manager

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 visit www.anthology.com.

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Anthology journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Anthology. This CSM role works primarily with personas using Blackboard LMS and, as such, requires specialized knowledge of the solution, higher ed, and relevant personas. This individual is accountable for the strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services. The CSM also assists account team members in identifying expansion (sales and services) opportunities.

The ideal candidate for this role embraces acustomer-firstmindset, excels at buildingrelationshipsand creating raving fans, can confidently solve/triage Blackboard LMS 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 goalsusing Blackboard
• Developing and implementing account engagements to ensure business objectivesare met, modernization is achieved,andcustomersentiment ispositive
• Executingprescriptiveplaybooksbased on customerneed
• 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 partnership reviews with customers to ensure progress on shared business objectives, including modernization
• Actingon customer sentimentinformation such assurveys,NPS responses,solicited and unsolicitedcustomerfeedback
• Promotingcustomer engagementintheonlineAnthologyCommunity,as well asAnthology-hostedvirtualand in-person events, facilitatingclientopportunities 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
• 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 to help the customer achieve their businessobjectives
• Serving as strategic coordinator for the account, 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/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
• 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
• 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 customerrelationships
• Buildingand maintainingrelationshipsacross thecustomer'sorganization, includingwith C-suiteinstitutional leadership
• Traveling as needed for onsite customer engagements and events, approximately 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 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 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
• 1+ years of experience working in the Blackboard LMS or with Blackboard customers
• Fluency in written and spokenEnglish

Preferred skills/qualifications:

• Advanced degree
• Background in supporting higher education institutions, particularly HBCUs or other institutions serving underrepresented student populations
• ExperienceworkinginaCustomerExperienceorCustomerSuccessroleataSoftware-as-a-Servicetechnologycompany
• 2+ years of experience developing courses in Blackboard Learn as an admin or faculty member

While the full salary range for this role is $79,000-$118,500, the expected hiring range for this opening is $79,000-$90,800, depending on experience and budget availability.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 employmentwithout 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.