Client Success Manager – Business & Government

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $79k - $98k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Anthology Careers

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🤝 B2B

☁️ SaaS

HR Tech • B2B • SaaS

Anthology Careers is a company specializing in onboarding services and HR solutions for businesses. They provide tools and support for processes such as ADP onboarding, Workbright I-9 employment verification, and time and attendance management. The company also offers specific services for Canadian hires, ensuring compliance with various employment laws and regulations. Their platform facilitates the seamless onboarding of new employees while offering assistance through FAQs and live support.

📋 Description

• 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

🎯 Requirements

• 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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