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Virtual Customer Success Advocate - Virtual

Blackboard Inc.  United States of America

Posted: February 17, 2017 | Job Type: Full Time

Title: Virtual Customer Success Advocate

Location: Remote (North America)

COMPANY BACKGROUND:
Blackboard is the market leader in Educational Technology platforms across the globe. Our academic, commerce, communication and security solutions are designed for primary, secondary and post-secondary institutions as well as corporate, government, and professional learning. We ensure strong outcomes, educator efficiency and cost savings through services and state-of-the-art technology. More than 20 million people use Blackboard solutions in support of life-long learning.

POSITION RESPONSIBILITIES

The Customer Success Advocate organization proactively ensures that customers achieve maximum value and satisfaction from their partnership with Blackboard in all phases of the customer experience.

The Virtual Customer Success Advocate (vCSA) is a newly formed role at Blackboard that acts as a “radar system” for monitoring customer health, predicting potential dissatisfaction, and invoking “remediation playbooks” to drive towards restoring customer value. Customers work directly with the vCSA to leverage internal resources within Blackboard as needed. The vCSA is directly responsible for facilitating (and monitoring) warm-handoffs of the customer to internal stakeholders assigned to help resolve whatever issues may be present.

Reporting to the North America Virtual CSA Manager, the vCSA also works closely with account executives and sales leadership to strengthen our relationship with clients and identify opportunities to exceed customer expectations.

Core Duties: Manages, surveys, and reports on client satisfaction with a focus on ensuring that Blackboard customers are receiving maximum value from their solution set. Marshals key internal company resources in the resolution of customer related issues/concerns. Assists in developing a corporate wide program that catalogs client value benchmarks while documenting and celebrating client success stories. Generates awareness and participation in client success programs such as user events, regional conferences, and faculty engagement sessions. Serves as an internal advocate for the client base, helping to drive support and change when necessary to help clients achieve their objectives. Acts as an information conduit from Blackboard and the industry to customers, providing latest information on both Blackboard products & services and industry trends.
QUALIFICATIONS

Bachelor’s degree in information technology management, instructional technology or other education-related field 3+ years experience with educational technology solutions at a higher education institution Understanding of educational technology challenges / solutions. Proficiency with Blackboard Learn preferred.
Ability to successfully manage a large number of accounts across a large geographic region, and develop strong client relationships with all levels of an organization. Comfortable working in a remote or distributed customer facing environment.Viable candidates may have call center, customer service, inside sales, field marketing, or event management experience. Effective at creating, gathering and analyzing reports and data.Experience with Salesforce, Excel, analytics, and other data reporting tools highly valued. Successful candidates will be self-driven and able to work independently, with little supervision. Excellent oral and written communication skills Must thrive in a fast-paced, results-oriented, collaborative environment.
Travel approximately 10-20%

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.

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