Customer Success Manager
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Job Description
Customer Success Manager ensuring customer value and success during their journey with Anthology. Focused on relationship building and strategic support for Blackboard users.
Responsibilities:
- Ensures that customers see value throughout their entire Anthology journey
- Develops strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
- Executes prescriptive playbooks based on customer need
- Conducts partnership reviews with customers to ensure progress on shared business objectives
- Promotes customer engagement in the online Anthology Community
- Assists Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
- Serves as an internal advocate for the customer
- Proactively provides next-step support
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 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 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
- Experience managing a large-scale technology transition either at an educational institution or a company
- 1+ years of experience working in the Blackboard LMS or with Blackboard customers
- Fluency in written and spoken English.
Benefits:
- Anthology is an equal employment opportunity/affirmative action employer
- Commitment to diversity, inclusion, and belonging
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