Senior Customer Success Specialist

Senior Customer Success Specialist

Remote - United States

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. 

The Customer Success Management team ensures that customers see value throughout their entire Anthology journey. The role of the Senior 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 customers 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 Senior 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 customers 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
• 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-customers
• 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
• Fluency in written and spoken English

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

Pay range is $66,000 - $68,000/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.