Client Success Manager – Business & Government

Vaga não está no LinkedIn

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $79.000 - $98.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Anthology Careers

SiteLinkedInTodas as Vagas

1 - 10 funcionários

👥 RH Tech

🤝 B2B

☁️ SaaS

HR Tech • B2B • SaaS

Anthology Careers é uma empresa especializada em serviços de onboarding e soluções de RH para empresas. Ela oferece ferramentas e suporte para processos como onboarding via ADP, verificação de emprego I-9 no Workbright e controle de ponto e frequência. A empresa também oferece serviços específicos para contratações no Canadá, garantindo compliance com diversas leis e regulamentações trabalhistas. Sua plataforma facilita o onboarding sem atritos de novos colaboradores, além de oferecer assistência por meio de FAQs e suporte ao vivo.

Descrição

• Develop strong customer relationships centered on ensuring customer success with Blackboard • Develop and implement account engagements to meet business objectives, achieve modernization, and maintain positive customer sentiment • Execute prescriptive playbooks based on customer needs • Answer customer questions about Blackboard products and services, their value propositions, challenges solved, and support • Conduct business reviews covering shared business objectives and modernization progress • Act on customer sentiment, including surveys, NPS responses, and customer feedback • Promote engagement in the Blackboard Community and Blackboard-hosted virtual and in-person events • Work with Marketing to organize, plan, and deliver webinars and on-campus events • Connect customers with best-practice resources, recommendations, feedback sessions, and research projects • Assist Regional Sales Managers and regional leadership with cross-sell, upsell, and expanded-services opportunities • Assist with renewals by providing strategic insights to maximize value and support renewal discussions • Advocate internally for customers and drive support or change when needed • Execute tailored internal and external customer plans, including outreach, meetings, recommendations, aligned responses, escalations, SME engagement, and issue-resolution meetings • Act as an information conduit about Blackboard products, services, resources, and higher-education industry trends • Drive customer advocacy through references and success stories • Maintain records of contacts, engagements, workflows, health scoring, and risk assessments in the company CSP • Project a favorable public image of Blackboard and enhance customer relationships • Build relationships across customer organizations, including C-suite institutional leadership • Travel approximately 25–50% for onsite customer engagements and events

🎯 Requisitos

• Bachelor’s degree or equivalent work experience • At least 5 years of related experience in Sales, Customer Experience, Customer Success, 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 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 • 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, demonstrating project planning, stakeholder alignment, multi-team coordination, and executive progress communications • 1+ years of experience working in the Blackboard LMS or with Blackboard customers • Fluency in written and spoken English • Candidates must be legally authorized to work in the country where the role is based; no visa sponsorship or immigration support • Preferred: Advanced degree • Preferred: Experience working in a Customer Experience or Customer Success role at a Software-as-a-Service technology company • Preferred: 2+ years of experience developing courses in Blackboard as an admin or faculty member

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