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.
For more information about Anthology and our career opportunities, please visitwww.anthology.com.
The Director, Scaled Customer Operations under the general direction of a Senior Director, Customer Success Management is responsible for the overall direction, coordination, quality and output of the hybrid CS/Renewal Specialists assigned to care for the low-touch segment of our customers in North America. This position is responsible for impacting retention and renewal target achievement through operational strategies with an expectation of coordinating cross-functional activities to ensure proactive digital engagement adds ongoing value to customers. Additionally, this position will provide leadership and support for our transformational initiatives to ensure we are providing best-in-class care for our customers at scale.
Primary responsibilities will include:
Manag ing a pooled book of business - creating and running the digital engine and employing it to increase engagement at scale and mitigate potential losses
Manag ing a team of hybrid Customer Success/Renewal Specialists with accountability for achieving renewal targets and customer response SLAs
Driv ing automation and technology-centric processes and strategies, contributing to the development of customer health scoring, surveying and associated transformational initiatives
Elevat ing your team, through creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion
Regularly evaluat ing "big picture" themes and identify ing opportunities for operational improvement
Driv ing and manag ing digital engagement from Planhat
Champion ing the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals/engagement
Mentor ing , coach ing , and develop ing employees
Set ting and monitor ing quality objectives, performance standards, and priorities that are implemented and address any performance management needs
Meet ing or exceed ing Anthology corporate goals and manag ing budget to deliver high ROI
This role requires up to 20% travel
The Candidate:
Required skills/qualifications:
Bachelor's degree or equivalent work experience
At least 10 years' experience of experience in Customer Success, Account Management, Customer Support, or related disciplines for a global SaaS or software business
At least 8 years' experience as a people manager in a Customer Success or Support organization that includes leading globally dispersed customer-facing teams
Experience leading change management and business optimization improvement initiatives
Proven ability to shape and lead globally distributed, virtual teams
Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
Proven ability to establish high impact initiatives that transform customer experiences
Able to be successful with ambiguity and solving customer issues, working across functional lines to advocate and solve issues for customers
Excellent collaborative leadership, business development, communication ( oral , written and presentation) and interpersonal skills with an aptitude for building strong relationships and culture across all levels within enterprise organizations; influential individuals, managers, S-level, and C-suite
Experience driving low-touch customer engagement activities to success, including management of customer issues and escalations
Ability to thrive in a fast-paced, results-oriented, collaborative environment
Excellent oral/written communication and presentation skills
Fluency in written and spoken English
Preferred skills/qualifications:
Advanced degree
Advanced working knowledge of Salesforce and case management processes
Planhat usage, adoption and reporting
Demonstrated ability to design and implement processes
Experience in Higher Education or K-12 Education Technology
Base Pay range is $135,900 - $165,100/year plus sales compensation depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
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.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
