Full-Time

Customer Success Manager

HE Advancement

Posted on 6/8/2024

Blackboard

Blackboard

1,001-5,000 employees

Educational technology service for improved learning outcomes

Education

Senior, Expert

Remote in USA

Required Skills
Sales
Communications
Customer Service
Requirements
  • Bachelor’s degree or equivalent work experience
  • 5-8 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
  • Excellent oral and written communication skills
  • Strong project management skills
  • Proven track record of successfully managing accounts and developing strong customer relationships
  • Well-developed problem-solving and critical thinking skills
  • Ability to effectively create, gather, and analyze reports
  • Highly organized and task-oriented
  • Proficiency with CRM and/or customer success software
  • Fluency in written and spoken English
  • Minimum of 2 years working with Encompass or in the higher education advancement space
Responsibilities
  • Developing strong relationships with customers
  • Developing and implementing account engagement and execution plans
  • Executing prescriptive playbooks based on customer need
  • Conducting regular partnership reviews with customers
  • Taking action on customer sentiment information
  • Connecting customers to best practice resources
  • Promoting customer engagement in the online Anthology Community
  • Assisting Regional Sales Managers and regional leadership
  • Acting as the customer’s liaison within Anthology
  • Serving as project manager and executing tailored plans
  • Driving advocacy in the form of references and success stories
  • Projecting a favorable public image of the company
  • Building and maintaining relationships across the customer's organization
  • Keeping current on the latest product updates
  • Leading select 1:many activities such as webinars and office hours
  • Contributing to the ongoing refinement of health scorecards
  • Providing feedback, guidance, or support for special projects

Blackboard Learn by Anthology, an educational technology service, enhances teaching and learning experiences with data-driven interactions that promote student and faculty engagement. This promotes better outcomes and supports learner success. A career at this company offers the opportunity to be at the forefront of educational transformation, contributing to a culture that values data-informed decisions and continuous improvement in educational practices. It's an ideal workplace for those passionate about directly impacting educational advancements and working in a dynamic, supportive environment.

Company Stage

IPO

Total Funding

$134M

Headquarters

Boca Raton, Florida

Founded

1997

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-5%

2 year growth

-28%