Client Success Manager - Business & Government

About this role

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 CSMengages 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 withpersonasusing Blackboard LMS and, as such, requires specialized knowledge of the solution, B2B and government engagement, and relevantpersonas. 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 acustomer-firstmindset, excels at buildingrelationshipsand creating raving fans, can confidently solve/triage Blackboard LMS adoption challenges, and is adept at driving activities that deliver exceptional value to customersin all phases of the lifecycle.

Responsibilities

• Developingstrong relationships with customers centered on ensuring their successin meeting their business goalsusing Blackboard

• Developing and implementing account engagements to ensure business objectivesare met, modernization is achieved,andcustomersentiment ispositive

• Executingprescriptiveplaybooksbased on customerneed

• Developing an understanding ofand responding to customer questions onthe fullBlackboardportfolio 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

• Actingon customer sentimentinformation such assurveys,NPS responses,solicitedand unsolicitedcustomerfeedback

• Promotingcustomer engagementintheonlineBlackboardCommunity,as well asBlackboard-hostedvirtualand in-person events, facilitatingclientopportunities tonetwork, share,andlearnfromtheirpeers

• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers

• Connectingcustomers tobest practiceresources and/orrecommendations; assisting customers in solving point-in-time challenges;connecting customers with opportunities for engagementin feedback sessions andwith research projects as applicable;partnering with the customer to support the overall goal of increased satisfaction and adoption ofBlackboardsolutions

• 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 businessobjectives

• Executing tailored plans both internally and externally, and proactively providing next-step support, including:

• External:managingthe customerexperience throughappropriate channels, including outreach, meetings, providingrecommendations,crafting ofresponsesafterinternal alignment, executingcustomer outreach strategies

• Internal: escalation,identifyingand engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well asBlackboardbusiness needs

• Acting as an informationconduitfromBlackboardand the industry to customers, ensuring customers are connected to the latest information onBlackboardproducts and services, resources,andhigher educationindustry trends

• Driving advocacyin the form of referencesand 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 customerrelationships

• Buildingand maintainingrelationshipsacross thecustomer'sorganization, includingwith C-suiteinstitutional leadership

• Travelingasneeded 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 inSales, Customer Experience, CustomerSuccess, 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 professionalismat 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 changingconditions

• Proven track record of successfully managing accounts and developing strong customer relationships with all levels of anorganization

• Well-developedproblem-solving andcritical thinkingskills

• Ability to effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop actionplans

• Ability to multitask and consistently perform under the pressure of deadlines and otherdemands

• Highly organized, task-oriented

• Ability to thrive in a fast-paced, results-oriented, collaborativeenvironment

• Skilled inbuildingdeeprelationshipsandconnectwithothersauthentically

• Proficiency with CRM and/orcustomer success software

• Ability to work with sales organizations in a matrix-model as new products are beingintroduced and sold in variousregions, forvarious functionstobusiness units within an institution of higherlearning

• Experience managing a large-scale technology transition either at an educational institution or a company, from which…