Anthology

Customer Success ManagerRemote - US  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.  Anthology’s Customer Success Managers have a broad role that requires strong client orientation, domain expertise, and account management skills. In this role you will work closely with Account Executives and be responsible for account engagement, product adoption, customer satisfaction, and ultimately customer retention. This role is cross-functional and empowered to marshal organizational resources to promote the successful adoption of our solutions, to develop resources to address customer needs, and to resolve emerging customer issues by identifying and targeting root causes, while balancing the business and strategic goals of the company.  Primary responsibilities will include:   <ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Developing strong relationships with customers centered on ensuring their success and achievement of business goals </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Developing and implementing account engagement and execution plans to ensure customer health and growth   </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Monitoring overall customer health and proactively identifying any potential risks to customer sentiment or renewal  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Regularly participating in community engagement programs and activities</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Positioning new product releases and applicable services offerings to increase customer adoption and customers' sense of value from their investment with Anthology  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Working together with Account Executive to identify account goals and alignment of customer needs with potential opportunities; identifying new solutions for customers and referring cross and upsell leads to Account Executive for follow-up  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Providing best practice recommendations; assisting customers in solving point-in-time challenges, and partnering with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">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  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve business objectives</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Effectively managing the regular and escalated needs of customers </li></ul><ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Acting as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services and industry trends  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">This role requires 25-40% travel to support on-site customer engagements and events </li></ul> The Candidate:  Required skills/qualifications:  <ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Bachelor’s degree or equivalent  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">3-6 years of related experience in Customer Service, Customer Success, and/or Education Technology serving the higher education sector  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Excellent oral and written communication skills, including facilitating productive and action oriented executive sessions  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Proven track record of successfully managing large/high value accounts and developing strong customer relationships with all levels of an organization  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Advanced problem-solving and critical thinking skills  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Ability to multitask and to consistently perform under the pressure of deadlines and other demands by appropriately triaging tasks according to strategic priorities  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Highly organized, proactive and impactful communicator driven by a desire to help customers succeed  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Ability to thrive in a results-oriented, collaborative environment  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Fluency in written and spoken English</li></ul> Preferred skills/qualifications:  <ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Advanced degree </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Experience working in a Customer Service or Customer Success role at a SaaS technology company  </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Proficiency in Microsoft Office products</li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Experience working with a Customer Success platform and/or Salesforce </li><li style="font-family: sans-serif , arial , helvetica;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Experience in a technology-focused position within a higher education institution                           </li></ul> Pay range is $70,000 - $80,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay. 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.