Client Success Manager - Business & Government

Customer Success Manager

Remote - United States

About the Role

The 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, B2B and government engagement, 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.

Responsibilities

- Developing   strong relationships with customers centered on ensuring their success   in meeting their business goals   using Blackboard
- Developing and implementing account engagements to ensure business objectives   are met, modernization is achieved,   and   customer   sentiment is   positive
- Executing   prescriptive   playbooks   based on customer   need
- Developing an understanding of   and responding to customer questions on   the full Blackboard portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
- Conducting business reviews with customers to ensure progress on shared business objectives, including modernization
- Acting   on customer sentiment   information such as   surveys,   NPS responses,   solicited   and unsolicited   customer   feedback
- Promoting   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   peers
- Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
- Connecting   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   solutions
- Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
- Assisting the RSM and CRM in the renewal process, contributing strategic insights to maximize value and positioning in renewal discussions
- Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business   objectives
- Executing 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 strategies
- Internal: 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 needs

- Acting 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 trends
- Driving advocacy   in the form of references   and success stories
- Maintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
- Projecting a favorable public image of the company to promote its objectives and goals and enhance customer   relationships
- Building   and maintaining   relationships   across the   customer's   organization, including   with C-suite   institutional leadership
- Traveling   as   needed for onsite customer engagements and events, approximately 25 - 50% of the time

Required Skills and Experience

- Bachelor’s degree or equivalent work experience
- At least 5 years of related experience in   Sales, Customer Experience, Customer   Success, Account Management and/or Education Technology serving the B2B and/or Government sector
- Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism   at all times
- Excellent oral and written communication skills; proactive and impactful communicator
- Strong project management skills
- Ability to work independently and to proactively identify and respond to emerging challenges and changing   conditions
- Proven track record of successfully managing accounts and developing strong customer relationships with all levels of an   organization
- Well-developed   problem-solving and   critical thinking   skills
- Ability to effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop action   plans
- Ability to multitask and consistently perform under the pressure of deadlines and other   demands
- Highly organized, task-oriented
- Ability to thrive in a fast-paced, results-oriented, collaborative   environment
- Skilled in   building   deep   relationships   and   connect   with   others   authentically
- Proficiency with CRM and/or   customer success software
- Ability 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   learning
- Experience 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 demonstrated
- 1+ years of experience working in the Blackboard LMS or with Blackboard customers
- Fluency in written and spoken   English

Preferred Skills and Experience

- Advanced degree
- Experience   working   in   a   Customer   Experience   or   Customer   Success   role   at   a   Software-as-a-Service   technology   company
- 2+ years of experience developing courses in Blackboard as an admin or faculty member

About Blackboard

Blackboard is a leading EdTech company and SaaS provider that 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 - $9 8 ,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.