Client Success Manager - Business & Government at Anthology in Remote

Customer Success Manager
Remote - United States
About the Role
The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention,the CSMengages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard. This CSM role works primarily withpersonasusing Blackboard LMS and, as such, requires specialized knowledge of the solution, B2B and government engagement, and relevantpersonas. 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.
Responsibilities
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 Blackboard portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
Conducting business reviews with customers to ensure progress on shared business objectives, including modernization
Actingon customer sentimentinformation such assurveys,NPS responses,solicitedand unsolicitedcustomerfeedback
Promotingcustomer engagementintheonlineBlackboardCommunity,as well asBlackboard-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 ofBlackboardsolutions
Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
Assisting the RSM and CRM in the renewal process, 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
Executing tailored plans both internally and externally, and proactively providing next-step support, including:
External:managingthe customerexperience throughappropriate channels, including outreach, meetings, providingrecommendations,crafting ofresponsesafterinternal alignment, executingcustomer outreach strategies
Internal: escalation,identifyingand engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well asBlackboardbusiness needs
Acting as an information conduit fromBlackboardand the industry to customers, ensuring customers are connected to the latest information onBlackboardproducts and services, resources,andhigher educationindustry trends
Driving advocacyin the form of referencesand success stories
Maintaining 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
Travelingasneeded for onsite customer engagements and events, approximately 25 - 50% of the time
Required Skills and Experience
Bachelor’s degree or equivalent work experience
At least 5 years of related experience inSales, Customer Experience, CustomerSuccess, Account Management and/or Education Technology serving the B2B and/or Government sector
Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalismat 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 inbuildingdeeprelationshipsandconnectwithothersauthentically
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 and Experience
Advanced degree
ExperienceworkinginaCustomerExperienceorCustomerSuccessroleataSoftware-as-a-Servicetechnologycompany
2+ years of experience developing courses in Blackboard as an admin or faculty member
About Blackboard
Blackboard is a leading EdTech company and SaaS provider that delivers the digital environment for transformational teaching and learning. We serve thousands of institutions with the industry's most AI-advanced LMS, Blackboard Ally for accessibility, and institutional effectiveness solutions that put educators and learners at the center. We're an education company that builds technology. Learn more at blackboard.com.
The expected salary range for this position is $79,000 - $98,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location.
Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.
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.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without 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.