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Responsibilities
About the RoleThe 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. This CSM role works primarily with personas using Blackboard LMS and, as such, requires specialized knowledge of the solution, higher ed, and relevant personas. This individual is accountable for the strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services. The CSM also assists account team members in identifying expansion (sales and services) opportunities.The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, can confidently solve/triage Blackboard LMS adoption challenges, and is adept at driving activities that deliver exceptional value to customers in all phases of the lifecycle.ResponsibilitiesDeveloping strong relationships with customers centered on ensuring their success in meeting their business goals using BlackboardDeveloping and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positiveExecuting prescriptive playbooks based on customer needDeveloping an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their value proposition, the challenges they solve, and how they are supportedConducting partnership reviews with customers to ensure progress on shared business objectives, including modernizationActing on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedbackPromoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events, facilitating client opportunities to network, share, and learn from their peersWorking with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customersConnecting 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 Blackboard solutionsAssisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded servicesAssisting the RSM and CRM in the renewal process, contributing strategic insights to maximize value and positioning in renewal discussionsServing as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectivesExecuting 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 strategiesInternal: escalation, identifying and engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Blackboard business needsActing as an information conduit from Blackboard and the industry to customers, ensuring customers are connected to the latest information on Blackboard products and services, resources, and higher education industry trendsDriving advocacy in the form of references and success storiesMaintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSPProjecting a favorable public image of the company to promote its objectives and goals and enhance customer relationshipsBuilding and maintaining relationships across the customer's organization, including with C-suite institutional leadershipTraveling as needed for onsite customer engagements and events, approximately 25% of the timeRequired Skills and ExperienceBachelor’s degree or equivalent work experienceAt least 5 years of related experience in Higher Education, Customer Experience, Customer Success, and/or Education Technology serving the higher education sectorStrong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism at all timesExcellent oral and written communication skills; proactive and impactful communicatorStrong project management skillsAbility to work independently and to proactively identify and respond to emerging challenges and changing conditionsProven track record of successfully managing accounts and developing strong customer relationships with all levels of an organizationWell-developed problem-solving and critical thinking skillsAbility to effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop action plansAbility to multitask and consistently perform under the pressure of deadlines and other demandsHighly organized, task-orientedAbility to thrive in a fast-paced, results-oriented, collaborative environmentSkilled in building deep relationships and connect with others authenticallyProficiency with CRM and/or customer success softwareAbility to work with sales organizations in a matrix-model as new products are being introduced and sold in various regions, for various functions to business units within an institution of higher learningExperience managing a large-scale technology transition either at an educational institution or a company, from which applicable skills in project planning, stakeholder alignment, multi-team coordination, and executive progress communications were demonstrated1+ years of experience working in the Blackboard LMS or with Blackboard customersFluency in written and spoken EnglishPreferred Skills and ExperienceAdvanced degreeBackground 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 company2+ years of experience developing courses in Blackboard as an admin or faculty memberAbout BlackboardBlackboard delivers the digital environment for transformational teaching and learning. We serve thousands of institutions with the industry's most AI-advanced LMS, Blackboard Ally for accessibility, and institutional effectiveness solutions that put educators and learners at the center. We're an education company that builds technology. Learn more at blackboard.com.The expected salary range for this position is $79,000 - $93,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location.Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.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.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.
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