This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard.

• Developing strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
• Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, 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
• Conducting partnership reviews with customers to ensure progress on shared business objectives, including modernization
• Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback
• Promoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events
• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
• Connecting customers to best practice resources and/or recommendations
• 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
• Executing tailored plans both internally and externally
• Acting as an information conduit from Blackboard and the industry to customers
• Driving advocacy in the form of references and 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
• Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership
• Traveling as needed for onsite customer engagements and events, approximately 25% of the time

Qualifications

• Bachelor’s degree or equivalent work experience
• At least 5 years of related experience in Higher Education, Customer Experience, Customer Success, and/or Education Technology
• Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism
• 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
• Proven track record of successfully managing accounts and developing strong customer relationships
• Well-developed problem-solving and critical thinking skills
• Ability to effectively create, gather, and analyze reports
• Ability to multitask and consistently perform under pressure
• 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
• Experience managing a large-scale technology transition
• 1+ years of experience working in the Blackboard LMS or with Blackboard customers
• Fluency in written and spoken English

Preferred Skills and Experience

• Advanced degree
• Background in supporting higher education institutions, particularly HBCUs or other institutions serving underrepresented student populations
• Experience working in a Customer Experience or Customer Success role at a Software-as-a-Service technology company
• 2+ years of experience developing courses in Blackboard as an admin or faculty member

Salary Information

The expected salary range for this position is $79,000 - $90,800. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits.

Equal Employment Opportunity

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.