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 Inc

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💰 Venture Round em 2023-01

A Anthology oferece soluções de educação e tecnologia para que os alunos alcancem todo o seu potencial e as instituições de ensino prosperem. Milhões de estudantes em todo o mundo são apoiados ao longo de sua jornada educacional pelo ecossistema da Anthology com soluções SaaS de referência e serviços de suporte, incluindo o premiado Blackboard® (LMS), Anthology® Student (SIS/ERP) e Anthology® Reach (CRM). Por meio do Power of Together, inspiramos de maneira única educadores e instituições com inovação significativa, simples e inteligente, ajudando nossos clientes a redefinir o que é possível e a criar oportunidades transformadoras para pessoas em todos os lugares. www.anthology.com.

Descrição

• Develop strong customer relationships centered on helping customers meet business goals using Blackboard • Develop and implement account engagements to meet business objectives, achieve modernization, and maintain positive customer sentiment • Execute prescriptive playbooks based on customer needs • Respond to customer questions about Blackboard products and services, their value propositions, challenges solved, and support models • Conduct business reviews focused on shared business objectives and modernization • Act on customer sentiment data, 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 • Support increased customer satisfaction and adoption of Blackboard solutions • Assist Regional Sales Managers and regional leadership with cross-sell, upsell, and expanded-services opportunities • Assist with renewals by contributing strategic insights to maximize value and positioning • Serve as an internal customer advocate and drive support and change when necessary • Execute tailored internal and external plans, including customer outreach, meetings, recommendations, escalations, SME engagement, and issue resolution • Act as an information conduit between Blackboard, the education technology industry, and customers • 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 • 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 • Excellent oral and written communication skills • Strong project management skills • Ability to work independently and proactively identify and respond to emerging challenges and changing conditions • Proven track record of successfully managing accounts and developing strong customer relationships at all organizational levels • Well-developed problem-solving and critical thinking skills • Ability to create, gather, and analyze reports and use data to inform decision-making and develop action plans • Ability to multitask and perform under deadline pressure • Highly organized and task-oriented • Ability to thrive in a fast-paced, results-oriented, collaborative environment • Skilled in building deep relationships and connecting authentically with others • Proficiency with CRM and/or customer success software • Ability to work with sales organizations in a matrix model as new products are introduced and sold across regions and institutional business units • Experience managing a large-scale technology transition, 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 • Advanced degree preferred • Experience 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 preferred • Candidates must be legally authorized to work in the country where the role is based at the time of hire and maintain that authorization • The company does not provide visa sponsorship or immigration support

🏖️ Benefícios

• Base salary range of $79,000–$98,000 • Additional compensation such as sales incentives • Benefits • Travel for onsite customer engagements and events, approximately 25–50% of the time

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