Job
Description
The Opportunity: The Customer Success Manager (CSM) ensures that c ustomer s see value throughout their entire Anthology journey. With a focus on success and retention, the CSM engages with c ustomer s to understand their goals, create plans to achieve those goals, connect them to resources and expertise, resolve issues, and ensure an overall world-class experience. This role works collaboratively with other Anthology teams to ensure c ustomer s receive appropriate support, resources, and services, and assists the Sales team in identifying expansion opportunities. This position is crucial to providing strategic direction, planning, and oversight to c ustomer s to foster their continued growth and expansion within their technology and solution footprint and achieve greater perceived ROI from the products in which they have invested. Furthermore, this role is crucial to supporting both the strategic growth areas and metrics of the company as they align to client engagement, adoption, retention, and expansion. The ideal candidate for this role embraces a c ustomer -first mindset, excels at building relationships and creating raving fans, and is adept at driving activities that deliver exceptional value to c ustomer s in all phases of the lifecycle. Primary responsibilities will include: Developing strong relationships with customers centered on ensuring their success and business goals achieved Developing and implementing account engagement and execution plans to ensure business objectives are met and customer sentiment is positive Executing prescriptive playbooks based on customer need Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their features, benefits, and use cases Taking action on customer sentiment information, such as surveys, NPS responses, solicited and unsolicited customer feedback Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell opportunities, as well as assisting with renewal proposals Acting as the customer s liaison to all their needs within Anthology, triaging requests and bringing in the appropriate teams and resources to assist Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer to achieve their business objectives Managing the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed Serving as project manager and executing tailored plans both internally and externally, and proactively providing next-step support, including: External: managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategies Internal: escalation, identifying and engaging SMEs as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Anthology business needs Acting as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services, resources, and higher education industry trends Driving advocacy in the form of references and success stories Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships Conducting strategic partnership reviews Buildingand maintainingrelationshipsacross thecustomer'sorganization, includingwith C-suiteinstitutional leadership Owning and managing the entire renewal cycle The Candidate: Required skills/qualifications: Bachelor s degree or equivalent 5-8 years of Customer Success experience in a SaaS-based industry Understanding of the application of instructional and administrative technologies to varied teaching and learning environments and in the context of higher education in the North America region Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism Excellent oral and written communication skills, including facilitating productive and action-oriented executive sessions Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment Proven track record of successfully managing accounts and developing strong customer relationships with all levels of an organization Advanced problem-solving and critical thinking skills Ability to manage competing priorities and to consistently perform under the pressure of deadlines and other demands Highly organized, proactive, and impactful communicator driven by a desire to help customers succeed Ability to thrive in a fast-paced, results-oriented, collaborative environment Fluency in written and spoken English Preferred skills/qualifications: EdTech (B2B) experience
