Customer Success Manager

Job Description

Customer Success Manager

Remote - UAE

The Opportunity:

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

The Customer Success Manager (CSM) – Field ensures that clients see value throughout their entire Anthology journey. With a focus on success and retention, the CSM engages with clients to understand their goals, create plans to achieve those goals, 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 clients receive appropriate support, resources, and services, and assists the Sales team in identifying expansion opportunities.   

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 and achieve greater perceived ROI from 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.

The ideal candidate for this role embraces a client-first mindset, excels at building relationships and creating raving fans, and is adept at driving activities that deliver exceptional value to clients in all phases of the lifecycle.  

Primary responsibilities will include: 

• Developing strong relationships with clients centered on ensuring their success and business goals achieved
• Developing and implementing account engagement and execution plans to ensure business objectives are met and client sentiment is positive
• Executing prescriptive playbooks based on client need
• Developing an understanding of and responding to client questions on the full Anthology portfolio of products and services, including their features, benefits, and use cases
• Taking action on client sentiment information, such as surveys, NPS responses, solicited and unsolicited client feedback
• Connecting clients to best practice resources and/or recommendations; assisting clients in solving point-in-time challenges; connecting clients with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the client to support the overall goal of increased satisfaction and adoption of Anthology solutions 
• Promoting client engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate client opportunities to network, share, and learn from their peers
• Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell opportunities, as well as assisting with renewal proposals
• Acting as the client’s liaison to all their needs within Anthology, triaging requests and bringing in the appropriate teams and resources to assist
• Serving as an internal advocate for the client, helping to drive support and change when necessary to help the client to achieve their business objectives
• Managing the client partnership proactively, including monitoring client health, identifying and managing risk, and escalating client support or account issues as needed
• Serving as project manager and executing tailored plans both internally and externally, and proactively providing next-step support, including:
  • External: managing the client experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing client outreach strategies
  • Internal: escalation, identifying and engaging SMEs as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on client as well as Anthology business needs

• Acting as an information conduit from Anthology and the industry to clients, providing latest information on both Anthology products and services, resources, and higher education industry trends
• Driving advocacy in the form of references and success stories
• Projecting a favorable public image of the company to promote its objectives and goals and enhance client relationships
• Conducting strategic partnership reviews
• Building and maintaining relationships across the client's organization, including with C-suite institutional leadership
• Traveling up to 50% of the time for on-site client engagements and events

The Candidate: 

Required skills/qualifications: 

• Fluency in written and spoken English and Arabic
• Bachelor’s degree or equivalent
• 5-8 years of related experience in Client Experience, Customer Success, and/or Education Technology serving the higher education sector
• Understanding of the application of instructional and administrative technologies to varied teaching and learning environments and in the context of higher education in the EMEA region
• Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism
• Excellent oral and written communication skills, including facilitating productive and action-oriented executive sessions
• Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment
• Proven track record of successfully managing large/high value accounts and developing strong client relationships with all levels of an organization
• Advanced problem-solving and critical thinking skills
• Ability to manage competing priorities and to consistently perform under the pressure of deadlines and other demands
• Highly organized, proactive, and impactful communicator driven by a desire to help clients succeed
• Ability to thrive in a fast-paced, results-oriented, collaborative environment

Preferred skills/qualifications: 

• Advanced degree                       

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.