Senior Customer Success Manager

Job summary

Senior Customer Success Manager Remote - United Kingdom Location: This role is open only to candidates residing in England or Scotland due to operational constraints. About the Role Our Senior Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey.

Qualifications

• Working with all members of the regional sales teams to articulate product strategic value, develop customer-focused solutions, and document solutions in proposals
• Building and maintaining Blackboard champions in our customer/user community to include participation in trade shows, conferences, user groups, virtual events, etc.
• Providing rapid, accurate responses to questions from sales teams and channel partners
• Providing insight, feedback, and recommendations to improve Blackboard's ability to respond to customer challenges
• Support developing and delivering responses to RFPs/RFIs
• Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership on ensuring their success and business goals achieved
• Developing and implementing account engagement and execution plans to ensure business objectives are met and customer sentiment is positive
• Managing the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed
• Developing an understanding of and responding to customer questions on the full Blackboard portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
• Conducting regular partnership reviews with customers to ensure progress on shared business objectives
• Acting on customer sentiment information, such as survey, solicited and unsolicited customer feedback
• Promoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers

Responsibilities

• include supporting, demonstrating, and proving the value of our
• Maintaining expert-level knowledge and domain proficiency in a range of products including their functionality, application, administration, and deployment methodologies
• Maintaining familiarity with our partner solutions and knowing when to propose them as part of a customer solution set
• Participating in customer discovery calls, listening to customer needs, and creating account value proposals that relate Blackboard solutions to customers’ strategic goals and initiatives
• Managing and delivering high quality technical validation events (demonstrations, evaluations, pilots, pre-sales workshops) to include tailoring the solution, configuration, and data to support customer
• or
• that are required.
• Nothing in this job description restricts management's right to assign or reassign
• at any time.

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