Customer Success Specialist

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but 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 that customers see value throughout their entire Anthology journey. The role of the Customer Success Specialist is to engage with customers to understand their goals, create plans, 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 clients receive appropriate support, resources, and services, and assists the Sales team in identifying expansion opportunities. The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, and is adept at driving activities that deliver exceptional value in all phases of the lifecycle.

As a Customer Success Specialist, you will routinely exercise discretion and independent judgment with respect to matters of significance to Anthology.

Primary responsibilities will include:

Collaborating in the development and execution of account engagement plans to ensure customer business objectives are met and sentiment is positive
Working cross-functionally to marshal organizational resources to promote the successful adoption of Anthology solutions or to resolve customer issues by identifying and targeting root causes
Working for customer satisfaction with a focus around increasing and deepening adoption for a specific portfolio of customers across all our products and services
Reviewing activities and processes with other areas like Support, Products, and Services and identifying needs for improvement
Managing cases via daily queue and workload management and handling escalations
Consistently communicating with clients and internally to align expectations and speed up solutions
Executing tailored plans and playbooks to ensure customer success and achievement of success metrics
Providing creative and nuanced best practice recommendations to assist customers in solving point-in-time challenges, working with accounts at risk, and proactively managing accounts to be aware of any potential risk
Serving as an internal advocate for customers, helping to drive support and change when necessary to help them achieve their business objectives
Serving as project manager and executing tailored plans both internally and externally to proactively provide next-step support
Creating and analyzing customer satisfaction results as well as cataloging customer benchmarks and success stories
Generating attendance and participating in customer retention programs such as the Anthology Community, user events and conferences
Acting as an information conduit from Anthology to customers, providing the latest information on both Anthology products, services, and support
Working aligned with other teams to respond to customer questions and cases on the full Anthology portfolio of products and services
Identifying new solutions for customers and referring them to field CSMs or RSMs
Providing input as needed on health, priorities, and overall customer relationship to support renewal proposals
This job will require up to 10% travel

The Candidate:

Required skills/qualifications:

Experience in a Customer service, support, account management role or similar
2-5 years of work experience
Fluency in written and spoken English at CEF B2 level or above
Solid customer service and customer engagement skills
Strong oral and written communication skills
Ability to work independently and be self-motivated
Excellent problem-solving and critical thinking skills
Strong empathy and emotional intelligence skills
Ability to multi-task and consistently perform under deadlines and other demands
Familiarity with gathering and compiling reports in Salesforce or similar system
Demonstrated ability to work with global teams and multi-clients
Quality conscious with attention to detail in documenting, handling, and tracking technical issues
Ability to exercise discretion, creative decision-making, and good judgment
Understanding of SaaS systems
Comfortable and proficient with managing conflict

Preferred skills/qualifications:

Knowledge of LMS, CRM, ERP, and/or SIS systems
Knowledge of SaaS infrastructure
Minimum of a bachelor’s degree or equivalent work experience
Experience in a technology-focused position within an educational institution
Fluency in Portuguese

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.