Blackboard Inc.
Customer Success Advocate (Personal Services)
The Opportunity:
We're looking for a Customer Success Advocate 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.
As Customer Success Advocate, you will have the opportunity to manage the strategic relationship between the Kentucky Community and Technical College System's 16 Community Colleges and Blackboard Student Services. You will work directly with various Blackboard Operational departments and the client's Student Services and LMS staff to support the outsourced components. You'll be responsible for the overall success of the client's support and work internally to ensure all service levels of performance are being achieved. You'll fully own the client relationship and the client experience.
Utilizing a Call Center paradigm, Blackboard Student Services hires, trains, and manages advisors to assist students, faculty, and parents with information requests. This is a highly dynamic environment that will require you to oversee all aspects of your clients' service delivery and work collaboratively with internal stakeholders including Operations, Product Development, IT, and Sales to meet client expectations. You will strive to exceed operational performance metrics and analyze trends that impact quality of service, always working proactively to ensure your client's success. You will constantly seek ways to nurture and grow your accounts in a way that will benefit both the client and Blackboard Student Services. You'll report to a Principal, Customer Success Advocate who oversees the KCTCS relationship for Student Services, LMS, and Enrollment Management.
Specific responsibilities will include:
The Candidate:
Required skills:
Preferred skills:
The Team & Office:
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 Inc. 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, protected military/veteran status, or any other legally protected factor.