Customer Success Manager

2 days ago

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Description

• 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. • The CSM works collaboratively with other Anthology teams to ensure customers receive appropriate support. • This CSM role works primarily with personas using Blackboard and leverages their expertise. • The ideal candidate embraces a customer-first mindset and excels at building relationships. • Primary responsibilities will include developing strong relationships with customers and modernizing their journey. • Executing prescriptive playbooks based on customer need. • Conducting or assisting with regular partnership reviews with customers. • Promoting customer engagement in the online Anthology Community. • Working with Marketing to organize engaging webinars and events. • Serving as an internal advocate for the customer. • Acting as an information conduit from Anthology and the industry to customers. • Building and maintaining relationships across the customer's organization, including C-suite institutional leadership. • Traveling up to 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 • 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, 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 spoken English