Customer Success Manager

1 day ago

Bengaluru, Karnataka, India Anthology Inc Full time

About the Role:

We are seeking a highly skilled Customer Success Manager to join our team at Anthology Inc. As a Customer Success Manager, you will be responsible for ensuring that our customers achieve their business goals and objectives through the effective use of our products and services.

Key Responsibilities:

  • Develop and implement account engagement and execution plans to ensure business objectives are met and customer sentiment is positive.
  • Execute prescriptive playbooks based on customer need.
  • Develop an understanding of and respond to customer questions on the full Anthology portfolio of products and services, including their features, benefits, and use cases.
  • Take action on customer sentiment information, such as surveys, NPS responses, solicited and unsolicited customer feedback.
  • Connect customers to best practice resources and/or recommendations; assist customers in solving point-in-time challenges; connect customers with opportunities for engagement in feedback sessions and with research projects as applicable; partner with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions.
  • Promote customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers.
  • Assist Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell opportunities, as well as assist with renewal proposals.
  • Act as the customer's liaison to all their needs within Anthology, triage requests and bring in the appropriate teams and resources to assist.
  • Serve as an internal advocate for the customer, helping to drive support and change when necessary to help the customer to achieve their business objectives.
  • Manage the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed.
  • Serve as project manager and execute tailored plans both internally and externally, and proactively provide next-step support, including:External: manage the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategiesInternal: escalation, identifying and engaging SMEs as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Anthology business needs
  • Act as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services, resources, and higher education industry trends.
  • Drive advocacy in the form of references and success stories.
  • Project a favorable public image of the company to promote its objectives and goals and enhance customer relationships.
  • Conduct strategic partnership reviews.
  • Build and maintain relationships across the customer's organization, including with C-suite institutional leadership.
  • This role requires occasional travel.

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