![Anthology, Inc.](https://media.trabajo.org/img/noimg.jpg)
Customer Success Specialist
hace 2 semanas
Remote - Colombia
*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*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.
As a Customer Success Specialist, you will routinely exercise discretion and independent judgment with respect to matters of significance to Anthology.
Primary responsibilities will include:
- Collaborating in the development and execution of account engagement plans to ensure customer business objectives are met and sentiment is positive
- Working crossfunctionally to marshal organizational resources to promote the successful adoption of Anthology solutions or to resolve customer issues by identifying and targeting root causes
- Working for customer satisfaction with a focus around increasing and deepening adoption for a specific portfolio of customers across all our products and services
- Reviewing activities and processes with other areas like Support, Products, and Services and identifying needs for improvement
- Managing cases via daily queue and workload management and handling escalations
- Consistently communicating with clients and internally to align expectations and speed up solutions
- Executing tailored plans and playbooks to ensure customer success and achievement of success metrics
- Providing creative and nuanced best practice recommendations to assist customers in solving pointintime challenges, working with accounts at risk, and proactively managing accounts to be aware of any potential risk
- Serving as an internal advocate for customers, 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 nextstep support
- Creating and analyzing customer satisfaction results as well as cataloging customer benchmarks and success stories
- Generating attendance and participating in customer retention programs such as the Anthology Community, user events and conferences
- Acting as an information conduit from Anthology to customers, providing the latest information on both Anthology products, services, and support
- Working aligned with other teams to respond to customer questions and cases on the full Anthology portfolio of products and services
- Identifying new solutions for customers and referring them to field CSMs or RSMs
- Providing input as needed on health, priorities, and overall customer relationship to support renewal proposals
- This job will require up to 10% travel
Required skills/qualifications:
- Experience in a Customer service, support, account management role or similar
- 25 years of work experience
- Fluency in written and spoken English at CEF B2 level or above
- Solid customer service and customer engagement skills
- Strong oral and written communication skills
- Ability to work independently and be selfmotivated
- Excellent problemsolving and critical thinking skills
- Strong empathy and emotional intelligence skills
- Ability to multitask and consistently perform under deadlines and other demands
- Familiarity with gathering and compiling reports in Salesforce or similar system
- Demonstrated ability to work with global teams and multiclients
- Quality conscious with attention to detail in documenting, handling, and tracking technical issues
- Ability to exercise discretion, creative decisionmaking, and good judgment
- Understanding of SaaS systems
- Comfortable and proficient with managing conflict
Preferred skills/qualifications:
- Knowledge of LMS, CRM, ERP, and/or SIS systems
- Knowledge of SaaS infrastructure
- Minimum of a bachelor's degree or equivalent work experience
- Experience in a technologyfocused position within an educational institution
- Fluency in Portuguese
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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