Customer Success Manager, Enterprise

Anthology Inc; United States; Remote; USD 89,000 - 104,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to drive customer satisfaction and success. This role focuses on understanding customer goals and ensuring that solutions align with their needs. You will build strategic success plans, address escalations, and identify opportunities for growth. The ideal candidate will possess strong communication skills, experience in account management, and a passion for the education sector. Join a diverse and inclusive team dedicated to empowering institutions and enhancing student success through technology.

Qualifications

• 4+ years in account management or customer success management.
• Ability to connect with C-Suite and executive levels.
• Experience with higher education solutions is a plus.

Responsibilities

• Maximize customer investment in Anthology solutions.
• Identify upsell and cross-sell opportunities.
• Manage customer accounts and develop success plans.

Skills

Account Management

Customer Success Management

Sales

Communication Skills

Presentation Skills

Relationship Building

Flexibility

Multi-tasking

Understanding of Customer Success

Higher Education Market Knowledge

Education

Bachelor's Degree

Job description

Customer Success Manager

Remote - 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.

TheEnterpriseCustomer Success Manager (CSM) will focus on understanding our customers’ strategic and tactical goals and working across theAnthologyorganization to ensure our solutions are best supporting our customers’ realization of those goals.Furthermore,the Enterprise CSM will primarily be responsible forcustomers with Anthology solutions associated with the Operationspillar of the company, which include Anthology’s Enterprise Resource Planning solutions such asAnthologyStudent and Finance.The ideal candidate must be passionate about driving success for ourcustomers.

This position is crucial toproviding strategic direction, planning, and oversight tocustomers tofoster theircontinued growth and expansionwithin their technology and solution footprint of the organizationtoachieve greater perceived ROI in the products in which they have invested.Furthermore, this role is crucial to supporting both the strategic growth areas and metrics of the companyas they align tocustomer engagement, adoption, retention, and expansion.

In this role, you will learn how to effectivelycommunicate withcustomers, building strategic success plans that align to their outcomes and critical business needs; address escalations in a proactive manner; as well aswork both pre-emptively and proactively to identify and mitigate potential issues and risks before they escalate.Furthermore, you will learn how to work collaboratively within the organization and amongcustomers topresentproposed resolutions to issues in a manner that is thoughtful, strategic, and repeatable.

Primary responsibilities will include:

• Helping our customers maximize their investment in Anthology Enterprise solutions and keeping ourcustomers informed andup to dateabout solutions and services
• Owningcustomer issues and helping to ensure the issues are resolved quickly and with a high level ofcustomer satisfaction
• Identifying upsell and cross-sell opportunities, working with Regional Sales Managers to position and deliver new products and solutions
• Managingcustomer accounts within an assigned geographical region
• Meeting with new and prospectivecustomers and developing a complete understanding of their business goals and objectives
• This position requires 50-75% travel

The Candidate:

Required skills/qualifications:

• Bachelor’s degree or equivalent work experience
• At least 4 years of experience in account management,customer success management,or sales
• Ability to connect and form relationships at multiple levels, including the executive/C-Suite level of an institution or organization
• Ability to work in a collaborative environment
• Excellent communication and presentation skills
• Self-motivated with a desire to succeed
• Flexible and able to adapt to change
• Ability to multi-taskand prioritize when working with multiple assignedclients
• Understanding ofcustomersuccess and the higher education market
• Experience with Higher Education solutions
• Ability to work with sales organizations in a matrix-model as new products are beingintroduced and sold in various regions and for various functions or business units within an institution of higher learning
• Fluency in written and spoken English

Preferred skills/qualifications:

• Higher education experience
• Enterprise software experience

Pay range is $89,000 - $103,300/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.