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Call Center Customer Success Manager
Blackboard Inc.
Greenville, SC, United States
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We’re looking for a Call Center Customer Success Manager to help us shape the future of education. With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company with the industry's most comprehensive student-success solutions. Our mission is to partner with the global education community to enable student and institutional success by leveraging innovative technologies and services.
Our Client Success Team works closely with Account Executives to promote the successful adoption of our solutions and to resolve troublesome customer issues by identifying and targeting root causes, while balancing the financial realities and strategic goals of the company. They are responsible for the ongoing engagement with clients, product adoption, the client experience, and ultimately, client retention. This team wears many hats and consequently has excellent domain, product, and account management skills.
As Call Center Customer Success Manager (CSM), you will report to the Call Center Supervisor and be responsible for working closely with field CSMs, Account Executives, and the Support team to show the value of our clients’ relationships with Blackboard and identify other sales opportunities. You will work cross-functionally to marshal organizational resources to promote the successful adoption of our solutions or to resolve customer issues by identifying and targeting root causes while balancing the financial realities and strategic goals of the company.
Specific responsibilities will include:
• Managing client satisfaction with a focus around increasing and deepening adoption for a specific portfolio of clients across all our products and services
• Reviewing portfolios, identifying areas of greatest need, and executing a tailored plan to ensure client success and achievement of success metrics
• Providing best practice recommendations to assist clients in solving point-in-time challenges and partnering with the client to support the overall goal of increased satisfaction
• Working with accounts at risk and proactively manage accounts to be aware of any potential risk
• Creating and analyzing customer satisfaction results
• Cataloguing client benchmarks and success stories
• Planning proactive and impactful client communications
• Generating attendance and participating in client retention programs such as user events and conferences
• Serving as an internal advocate for clients, helping to drive support and change when necessary to help them achieve their business objectives
• Serving as project manager and executing tailored plans both internally and externally to proactively provide next-step support
• Acting as an information conduit from Blackboard and the industry to customers, providing the latest information on both Blackboard products and services and industry trends
• Identifying new solutions for customers and referring them to field CSMs or Account Executives for follow-up
The Candidate:
• Has light experience in a client support role or similar, experience in a technology-focused position within a Higher Ed institution is preferred
• Has solid customer service and client engagement skills
• Has strong oral and written communication skills
• Can work independently and is self-motivated
• Has excellent problem-solving and critical thinking skills
• Can multi-task and consistently perform under deadlines and other demands
• Is familiar with gathering and compiling reports
The Team & Office:
Blackboard has an office in the fast-growing, picturesque city of Greenville, SC.
• Down the street from Meadowbrook Park
• A short walk from Richardson Street Garage for parking
• Countless nearby places to eat including Jamaica Mi Irie, Wild Wing Café, Tupelo Honey, and Methodical Coffee
• A short drive from the Hampton-Pinckney Historic District
• Close-knit and collaborative team environment
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.
Blackboard Inc. is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.
Location/Division: Greenville, SC, USA Job Requisition: BB-2633