Customer Success Specialist

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Customer Success Management team ensures customers realize value throughout their Anthology journey. The Customer Success Specialist role supports client relationships, contract execution, and renewals by assisting Senior Customer Success Managers and directly engaging with customers. The team focuses on understanding customer goals, tracking and reporting success measures, connecting customers to resources, resolving issues, and consistently delivering value. This role collaborates with other Anthology teams to provide customers with the necessary support and services. The ideal candidate is customer-focused, skilled at building strong relationships, and committed to driving activities that create exceptional value.

Utilizing a higher education enrollment marketing paradigm, Student Success provides marketing, enrollment and retention services to assist higher education institutions to increase their enrollment numbers. This is a highly dynamic environment that will require you to oversee all aspects of our customers’ service delivery and work collaboratively with internal stakeholders including Marketing, Enrollment, Operations, Product Development, IT, and Sales to meet client expectations. You will strive to exceed operational performance metrics and analyze trends that impact enrollment services, always working proactively to ensure our customers’ success. You will work independently and with the Student Success Senior Customer Success Managers to constantly seek ways to nurture and grow our accounts in a way that will benefit both the customer and Anthology.

Primary responsibilities will include:

Supporting the maintenance of annual recurring revenue of 90%+ for customer base
Providing analysis in weekly and monthly reporting and troubleshooting for data elements that comprise the report where needed
Preparing monthly and weekly reports for customer accounts by using internal data and requesting additional information from cross-functional teams
Providing best practice recommendations; assisting customer in solving point-in-time challenges, and partnering with the customer to support the overall goal of reaching their desired outcome
Supporting Senior Customer Success Managers in reviewing portfolio, identifying areas of greatest need, and preparing a tailored plan to ensure customer success and achievement of success metrics
Proactively identifying challenges that pose a risk and proactively managing account to be aware of any potential risk and mitigate them through developed mitigation plans
Working cross-functionally to obtain root cause analysis to ensure initial KPI’s and success measures are met success measures according to the service contract
Routinely reviewing contracts and monitoring pacing of success measures to ensure full adoption of service is obtained
Reporting risks or challenges promptly to the Senior Customer Success Manager for risk mitigation opportunities to the customer or internal teams
Cataloguing success stories that align to Student Success portfolio
Analyzing customer satisfaction results and developing process improvement initiatives
Projecting a favorable image of the company to promote its objectives and goals and enhancing customer relationships
Supporting and participating in quarterly and annual business reviews
Preparing and sharing customer performance metrics on a weekly/monthly basis as needed
Collaborating with internal teams and leadership to dive performance success during renewal periods
Presenting customer performance outcomes in a manner that drives decision-making, process improvements, and demonstrating continual value of the service

The Candidate:

Required skills/qualifications:

Bachelor’s degree or equivalent experience
2-5 years of prior relevant experience in a technology and service-focused position within a higher education sector, or in higher education enrollment, student recruitment, student services (financial aid, student account, admissions, records, registration) or an agency
Strong analytical skills with experience using data-driven process improvements strategies
Proven track record of successfully managing large/high value or strategic accounts and developing strong client relationships with all levels of an organization
Excellent problem-solving and critical thinking skills
Effective at creating, gathering, and analyzing reports and data
Ability to multi-task and to consistently perform under the pressure of deadlines and other demands
Highly organized, task-oriented, proactive, and impactful communicator and presenter
Ability to thrive in a fast-paced, results-oriented, collaborative environment
Self-driven; ability to work independently with little supervision
Excellent customer service and client-facing skills
Strong prioritization, project management, and coordination skills
Ability to excel in a fluid, cross-functional team environment
Excellent oral and written communication skills
Proficiency in Microsoft Office suite, particularly Excel and PowerPoint
Fluency in written and spoken English at CEFR C2 level

Preferred skills/qualifications:

Strong presentation skills
Aptitude for technical software

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology 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.