Client Success Manager

  • Company: BLACKBOARD INTERNATIONAL
  • Job Location: Amsterdam - Netherlands
  • Date: August 1, 2019 14:14
  • Employment Type: Any
  • Experience: senior
  • Job Functions:

    Consulting, Customer Service, Education

Job summary

We’re looking for a Client 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.

Job description

As Client Success Manager, your specific responsibilities will include:

  • Coordinating and leading welcome orientations for new clients
  • Conducting quarterly business reviews (QBRs) with clients 
  • Monitoring the overall client health and identifying any potential renewal risks
  • Serving as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives
  • Serving as project manager and execute tailored plans both internally and externally, and proactively provide next-step support including:
    • External:  managing the customer experience through regular meetings, recommendations, crafting responses back to customers after internal alignment, executing client outreach strategies like lunch & learns, and faculty adoption strategies.
    • Internal:  escalation, identify SMEs, regular meetings with SMEs to support identified issues, and provide PM direction and focus as needed
  • Acting as an information conduit from Blackboard and the industry to customers, providing latest information on both Blackboard products & services and industry trends
  • Assisting clients with their participation and involvement in community engagement activities
  • Positioning new product releases to increase client adoption and usage, identifying new solutions for customers, and referring to Account Executives for follow-up

Job qualifications

The Candidate:

Required skills:

  • Bachelor’s degree
  • 5+ years of experience in a technology-focused position within a higher education institution
  • Experience working in a higher education sector
  • Understanding of the application of instructional and administrative technologies to varied teaching and learning environments, especially for institutional assessment or continuous improvement
  • Self-motivated and ability to work independently with little supervision
  • Strong oral and written communication skills
  • Ability to thrive in a fast-paced, results-oriented, collaborative environment
  • Proficiency with managing large/high value accounts and developing strong client relationships with all levels of an organization
  • Problem-solving and critical thinking skills to effectively create, gather, compile, and analyze reports
  • Highly organized, task-oriented; proactive and impactful communicator
  • Fluency in both Dutch and English
  • Travel: 50%

Preferred skills:

  • Fluency in another European language such as French, Spanish, Danish, Swedish or German
  • Experience in e-learning, instructional design or instructional technology management, institutional research, or media services
  • Advanced degree in Information Technology Management, Instructional Technology, or another education-related field

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