Director, Customer Success

22 hours ago

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Anthology Inc

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Educational Technology Solutions • Blackboard® (LMS • Anthology® Student (SIS/ERP) • Anthology® Reach (CRM)

1001 - 5000

💰 Venture Round on 2023-01

Description

• Director, Customer Success at Anthology • Responsible for overall direction, coordination, quality, and output of Customer Success Managers • Impacting retention through proactive customer success strategies • Providing leadership and guidance to evolve processes for best-in-class customer care • Evaluating and prioritizing escalated customer concerns • Ensuring timely conflict resolution and building relationships with customers • Collaborating with sales teams for growth attainment • Mentoring and developing employees • Leading with strategic operational vision aligned with organization goals • Participating in business reviews and performance assessment

Requirements

• Bachelor's degree or equivalent work experience • 10-12 years’ prior experience in a software company, in a customer service role, preferably Software as a Service (SaaS) • At least 4 years’ prior experience in managerial role, specifically developing and mentoring people or building up a team • Proven experience in leading effectively through change • Proven ability to shape and lead globally distributed, virtual teams • Proven experience in technology and operations risk management, profitability management, budget planning, and financial review • Proven ability to establish high impact initiatives that transform customer experiences • Able to be successful with ambiguity and solving customer issues, working across functional lines to advocate and solve issues for the customer • Excellent oral/written communication and presentation skills • Ability to thrive in a dynamic, results-oriented, collaborative environment • Excellent customer service, presentation, and conflict resolution skills • Ability to manage clear financial objectives and identify and implement policies and procedures to support them • Fluency in written and spoken English