Client Experience Manager

Job Description

Client Experience Manager

Remote – US

The Opportunity:  

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.    

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.   

For more information about Anthology and our career opportunities, please visit www.anthology.com.  

The Enterprise Client Experience Manager (CXM) will focus on understanding our clients’ strategic and tactical goals and working across the Anthology organization to ensure our solutions are best supporting our clients’ realization of those goals. Furthermore, the Enterprise CXM will primarily be responsible for clients 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 clients.

This position is crucial to providing strategic direction, planning, and oversight to clients 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 client engagement, adoption, retention, and expansion.

In this role, you will learn how to effectively communicate with clients, 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 clients to present proposed resolutions to issues in a manner that is thoughtful, strategic, and repeatable.

Primary responsibilities will include:

• Helping our clients maximize their investment in Anthology Enterprise solutions and keeping our clients informed and up to date about solutions and services
• Owning client issues and helping to ensure the issues are resolved quickly and with a high level of client satisfaction
• Identifying upsell and cross-sell opportunities, working with Regional Sales Managers to position and deliver new products and solutions
• Managing client accounts within an assigned geographical region
• Meeting with new and prospective clients 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
• Minimum of 4+ years’ experience in account management, client 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
• Must be a team player
• Excellent communication and presentation skills
• Must be self-motivated with a desire to succeed
• Flexible and able to adapt to change
• Must be able to multi-task and prioritize when working with multiple assigned clients
• Understanding of Client Experience 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

Preferred skills/qualifications:

• Higher education experience
• Enterprise software experience

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.  

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