Client Success Specialist

Client Success Specialist

Remote - US 

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. 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.

Utilizing a Call Center paradigm, our Student Success organization hires, trains, and manages advisors to assist students, faculty, and parents with information requests. This is a highly dynamic environment that will require you to oversee all aspects of your clients’ service delivery and work collaboratively with internal stakeholders including Operations, Product Development, IT, and Sales to meet client expectations. You will strive to exceed operational performance metrics and analyze trends that impact quality of service, always working proactively to ensure your client’s success. You will constantly seek ways to nurture and grow your accounts in a way that will benefit both the client and Student Success. You’ll report to a Senior Client Success Manager.

As a Client Success Specialist, you will have the opportunity to manage the strategic relationship between your clients and Student Success. You will work directly with various Anthology Operational departments and the client’s Student Services and LMS staff to support the outsourced components. You’ll be responsible for the overall success of the client’s support and work internally to ensure all service levels of performance are achieved. You’ll fully own the client relationship and the client experience.

Specific responsibilities will include:

• Maintaining annual recurring revenue of 90%+ for client base
• Providing best practice recommendations; assisting client in solving point-in-time challenges, and partnering with the client to support the overall goal of reaching their desired outcome
• Reviewing portfolio, identifying areas of greatest need, and executing a tailored plan to ensure client success and achievement of success metrics
• Proactively identifying challenges that pose a risk and proactively managing account to be aware of any potential risk and mitigate them through developed mitigation plans
• Providing root cause analysis to help drive to and meet service-level targets/agreements according to the service contract
• Ensuring full adoption of service is obtained
• Reporting risks or challenges promptly to the Senior Client Success Manager for risk mitigation opportunities to the customer or internal teams
• Cataloguing success stories that align to Student Success’ portfolio
• Analyzing client satisfaction results and developing process improvement initiatives
• Acting as an information conduit from Student Success and the industry to the client, providing latest information on both Student Success products and services and industry trends
• Projecting a favorable image of the company to promote its objectives and goals and enhance client relationships
• Participating in quarterly and annual business reviews
• Sharing client performance metrics on a weekly/monthly basis as needed
• Driving performance success during key times during the year (i.e. back-to-school, holidays/breaks)
• Presenting customer performance outcomes in a manner that drives decision-making, process improvements, and demonstrating continual value of the service
• This role requires 10-15% travel to client locations or Anthology offices

The Candidate:

Required skills/qualifications:

• Bachelor’s degree or equivalent experience
• Minimum of 2 years prior relevant experience in a technology-focused position within a higher education sector, or in higher education enrollment, student recruitment, or student services (financial aid, student account, admissions, records, registration)
• Strong written and oral communication skills
• Proven track record of successfully managing large/high value accounts and developing strong client relationships with all levels of an organization
• Excellent problem-solving and critical thinking skills
• Effective at creating, gathering, and analyzing reports and data
• Ability to multi-task and to consistently perform under the pressure of deadlines and other demands
• Highly organized, task-oriented, proactive, and impactful communicator and presenter
• Ability to thrive in a results-oriented, collaborative environment
• Self-driven; ability to work independently with little supervision
• Strong analytical skills with experience using data-driven process improvements strategies
• Excellent customer service and client-facing skills
• Strong prioritization, project management, and coordination skills
• Ability to excel in a fluid, cross-functional team environment

Preferred skills/qualifications:

• MBA or advanced degree in Instructional Technology or other education-related field
• Call center or related experience
• Experience with customer relationship management software

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. 

This position is not available for candidates residing in the following states: CO, CA, MA

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