Customer Success Manager, Enterprise

Description

Customer Success Manager

Remote - Florida or South Carolina

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

This position is crucial to providing strategic direction, planning, and oversight to customers to foster their continued growth and expansion within their technology and solution footprint of the organization to achieve 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 company as they align to customer engagement, adoption, retention, and expansion.

In this role, you will learn how to effectively communicate with customers, building strategic success plans that align to their outcomes and critical business needs; address escalations in a proactive manner; as well as work 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 among customers to present proposed 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 our customers informed and up to date about solutions and services
• Owning customer issues and helping to ensure the issues are resolved quickly and with a high level of customer satisfaction
• Identifying upsell and cross-sell opportunities, working with Regional Sales Managers to position and deliver new products and solutions
• Managing customer accounts within an assigned geographical region
• Meeting with new and prospective customers 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 5 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-task and prioritize when working with multiple assigned clients
• Understanding of customer success and the higher education market
• Experience with Higher Education solutions
• Ability to work with sales organizations in a matrix-model as new products are being introduced 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  

Base pay range is $88,000 - $110,000/year plus sales compensation 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.