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Client Success Specialist
hace 3 semanas
Customer Success Specialist
Remote - Colombia
*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*
The Opportunity:
Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.
The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.
Utilizing a higher education enrollment marketing paradigm, Student Success provides marketing, enrollment and retention services to assist higher education institutions to increase their enrollment numbers. This is a highly dynamic environment that will require you to oversee all aspects of our customers’ service delivery and work collaboratively with internal stakeholders including Marketing, Enrollment, Operations, Product Development, IT, and Sales to meet client expectations. You will strive to exceed operational performance metrics and analyze trends that impact enrollment services, always working proactively to ensure our customers’ success. You will work independently and with the Student Success Senior Customer Success Managers to constantly seek ways to nurture and grow our accounts in a way that will benefit both the customer and Anthology.
Primary responsibilities will include:
- Supporting the maintenance of annual recurring revenue of 90%+ for customer base
- Providing analysis in weekly and monthly reporting and troubleshooting for data elements that comprise the report where needed
- Preparing monthly and weekly reports for customer accounts by using internal data and requesting additional information from cross-functional teams
- Providing best practice recommendations; assisting customer in solving point-in-time challenges, and partnering with the customer to support the overall goal of reaching their desired outcome
- Supporting Senior Customer Success Managers in reviewing portfolio, identifying areas of greatest need, and preparing a tailored plan to ensure customer 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
- Working cross-functionally to obtain root cause analysis to ensure initial KPI’s and success measures are met success measures according to the service contract
- Routinely reviewing contracts and monitoring pacing of success measures to ensure full adoption of service is obtained
- Reporting risks or challenges promptly to the Senior Customer Success Manager for risk mitigation opportunities to the customer or internal teams
- Cataloguing success stories that align to Student Success portfolio
- Analyzing customer satisfaction results and developing process improvement initiatives
- Projecting a favorable image of the company to promote its objectives and goals and enhancing customer relationships
- Supporting and participating in quarterly and annual business reviews
- Preparing and sharing customer performance metrics on a weekly/monthly basis as needed
- Collaborating with internal teams and leadership to dive performance success during renewal periods
- Presenting customer performance outcomes in a manner that drives decision-making, process improvements, and demonstrating continual value of the service
Required skills/qualifications:
- Bachelor’s degree or equivalent experience
- 2-5 years of prior relevant experience in a technology and service-focused position within a higher education sector, or in higher education enrollment, student recruitment, student services (financial aid, student account, admissions, records, registration) or an agency
- Strong analytical skills with experience using data-driven process improvements strategies
- Proven track record of successfully managing large/high value or strategic 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 fast-paced, results-oriented, collaborative environment
- Self-driven; ability to work independently with little supervision
- Excellent customer service and client-facing skills
- Strong prioritization, project management, and coordination skills
- Ability to excel in a fluid, cross-functional team environment
- Excellent oral and written communication skills
- Proficiency in Microsoft Office suite, particularly Excel and PowerPoint
- Fluency in
