Associate Customer Success Specialist

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Our Help Desk, One Stop, Marketing and Enrollment services bring virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

The Associate Customer Success Specialist position is an exciting opportunity to work directly with our clients, supporting the renewal process. This individual will work directly with various Anthology operational departments and the client’s staff to support the renewal process. This person will assist our Strategic Partnership Directors with evaluating renewal volume and paperwork.

Primary responsibilities will include:

• Providing insights into specific trends at supported institutions to the Strategic Partnership Directors
• Managing and resolving identified client issues for assigned customer accounts
• Documenting information into web-based ticketing system
• Providing efficient and accurate resolution to customer inquiries
• Utilizing reporting data to conduct analysis on trends, documenting and summarizing findings with clear, actionable steps for improvements
• Handling multiple job tasks at one time and escalating issues in a timely manner
• Monitoring upcoming contract renewals with a 120-day lead time
• Proactively initiating renewal workflows to ensure timely customer engagement and internal readiness
• Working directly with Strategic Partnership Directors concerning renewal details and changes to contracts
• Data & Utilization Reporting:
• Pulling and analyzing customer utilization reports to assess current usage and inform renewal strategy
• Identifying trends, risks, and opportunities for upsell or optimization based on usage data
• Collaborating with SPD to gather updated revenue and renewal forecasts
• Level 2 (L2) Analysis:
• Reviewing L2 support and provide feedback to Strategic Partnership Director concerning their client involvement
• Aligning with Managed Services team manager concerning L2 support
• Providing recommendations for optimizing L2 support based on client workflows and utilization
• Renewal Package Support:
• Based on client-specific data & utilization trends, creating a renewal package including SOW updates, pricing, and any proposed additions based on guidance/direction from Strategic Partnership Director

The Candidate:

Required skills/qualifications:

• High School diploma or equivalent
• Excellent oral and written communication skills
• Ability to communicate clearly (both written and orally) with university staff, and team members
• Ability to ask questions to determine the nature of the problem
• Proficiency in MS Office computer applications including Word and Excel, and willingness to learn new technology systems
• Analytical orientation with strong attention to detail
• Ability to work from home
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• Fluency in written and spoken English at CEF C2 level or above
• You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
• Ability to accurately type at least 25 wpm
• Strong interpersonal skills and a very high degree of customer service work ethic
• Ability to perform remote troubleshooting
• Minimum Internet requirements
• Highspeed internet connection (Cable, Fiber, DSL)
• Mobile Broadband is not supported including satellite, wireless/cellular hotspot service, and point-to-point internet service
• 40 Mbps download
• 15 Mbps upload
• 100ms ping or less
• Jitter: 40ms or less
• Hardwired connection
• Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred skills/qualifications:

• Some level of higher education completed
• Customer service or contact center experience
• Previous experience in the education industry and with e-learning technologies

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.