Anthology Inc

• Owns the go-to-market strategy for Blackboard’s products in the federal, state and local government, and corporate/workforce learning markets • Drive the GTM strategy across the company for BizGov • Own positioning and messaging for the BizGov segment • Maintain and update positioning documentation • Lead go-to-market strategy discussions and planning for campaigns • Own competitive intelligence for the BizGov segment • Build and maintain the sales enablement materials • Support new logo and customer marketing campaigns

• Own the integrated campaign calendar for new logo acquisition in the EMEA & APAC segment, with pipeline targets defined for every program. • Translate GTM positioning and competitive differentiation from the GTM Marketing team into compelling, audience-specific campaign narratives and assets. • Execute multi-channel campaigns spanning paid media, email, content syndication, webinars, and field event integration. • Design and run ABM programs for target accounts across the EMEA & APAC universe. • Support Blackboard’s visibility in AI-generated research environments (GEO). • Partner with Marketing channel teams to ensure programs compound ROI rather than run in isolation. • Build AI-native workflows for always-running campaign analysis, audience personalization, and performance optimization. • Own Blackboard’s presence at third-party conferences in EMEA & APAC. • Manage regional field activation programs — road shows, executive dinners, partner-hosted events. • Build and own post-event attribution models. • Own a direct pipeline contribution target — not just activity metrics. • Work with Marketing Intelligence to define campaign-level pipeline targets and track performance against them. • Leverage intent data and buying signals to prioritize campaign audiences and personalize outreach. • Build and maintain multi-touch attribution to ensure campaign contribution is accurately captured across the full funnel. • Flag expansion signals to the Customer Growth & Advocacy team. • Brief and collaborate with Content and Brand teams to develop campaign assets. • Align with Product Marketing on sales enablement and ensure campaign messaging is consistent across GTM teams. • Develop field-specific assets that connect field presence to campaign pipeline. • Own campaign performance reporting.

• Own the integrated campaign calendar for new logo acquisition in the Business & Government segment, with pipeline targets defined for every program. • Translate GTM positioning and competitive differentiation from the GTM Marketing team into compelling, audience-specific campaign narratives and assets. • Execute multi-channel campaigns spanning paid media, email, content syndication, webinars, and field event integration. • Design and run ABM programs for target accounts across the Business & Government universe. • Support Blackboard’s visibility in AI-generated research environments (GEO). • Partner with Marketing channel teams to ensure programs compound ROI rather than run in isolation. • Build AI-native workflows for always-running campaign analysis, audience personalization, and performance optimization.

• Drafting and negotiating of software license agreements, professional services agreements, and contract addenda in region; routinely exercising discretion and independent judgment • Reviewing RFPs, Tenders, RFIs, and RFQs, offering appropriate alternatives to contract terms and conditions • Reviewing and resolving issues affecting company compliance and ensuring satisfaction of legal requirements, appropriately balancing Blackboard and customer objectives • Advising sales management of contractual rights and obligations and providing clarification of contract terms and conditions • Interpreting contract policies, operating practices, and performance standards within the Contracts team

• Managing the resolution of technical issues for a distinct set of customers. • Troubleshooting complex web applications. • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments. • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. • Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. • Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues.

• Developing strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard • Executing prescriptive playbooks based on customer need • Conducting partnership reviews with customers to ensure progress on shared business objectives • Promoting customer engagement in the online Blackboard Community • Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services • Serving as an internal advocate for the customer, helping to drive support and change when necessary

• Serve as a post-sale technical advisor for assigned book of Blackboard customers • Provide deep technical and systems expertise across Blackboard Learn and related platforms • Lead and support customer engagements that require advanced technical knowledge • Support technical projects and initiatives • Assist with complex support escalations and known-issue reviews • Translate product releases, technical changes, and known issues into clear guidance for customers

• Lead & Grow High-Performing Teams • Manage, mentor, and develop a team of software engineers and QA professionals, including developing other leads and senior engineers • Foster a culture of quality, collaboration, and continuous improvement • Support career growth through coaching, feedback, and development planning • Define hiring strategy and build out team capacity to meet long-term organizational goals • Drive Delivery & Technical Excellence • Own delivery of high-quality, scalable, and reliable software features and enhancements across multiple teams or workstreams • Contribute as a hands-on technical leader, providing deep guidance on design, code, and architecture when needed • Ensure strong engineering fundamentals across design, development, and operations • Champion Agile and test-driven development practices • Establish and enforce engineering standards, best practices, and technical quality bars across the team • Explore and advocate for the adoption of modern development tools, including AI-assisted technologies, to improve team productivity and software quality • Partner Across the Organization • Collaborate with Product Management, Design, and Operations to define and deliver roadmap priorities • Identify risks, propose trade-offs, and help balance speed, scope, and quality • Maintain transparent, proactive communication on progress, challenges, and outcomes • Influence technical and product direction with senior stakeholders and leadership • Shape the Future of Our Platform • Drive architectural decisions and long-term technical strategy • Advocate for modern engineering practices and tools • Help evolve our platform to deliver a seamless, next-generation learning experience • Lead technical evaluations and make build-vs-buy and major technology adoption decisions

• Leading the development and execution of strategic account plans to ensure customer objectives are achieved and value from Blackboard solutions is maximized • Serving as a trusted advisor to senior and executive stakeholders, guiding customers on best practices, adoption strategies, and long-term success • Driving product adoption and value realization across Blackboard solutions, using data and insights to inform engagement • Partnering closely with Sales to identify, shape, and support expansion opportunities, contributing to growth and retention outcomes • Playing a key role in renewal strategy and execution, ensuring alignment on value and positioning for successful outcomes • Providing strategic guidance and recommendations to help customers solve complex challenges and achieve institutional goals • Proactively monitoring customer health, identifying risks, and leading mitigation strategies for at-risk accounts • Acting as the primary point of coordination across internal teams, ensuring alignment and effective delivery for the customer • Influencing internal stakeholders to drive improvements in customer experience, product adoption, and service delivery • Maintaining a high level of expertise across Blackboard solutions to support value-driven, outcome-focused conversations • Managing and maintaining accurate account plans, activities, and customer data within systems such as Salesforce and Planhat • Supporting customer engagement through community participation, events, and strategic programmes • Representing Blackboard as a trusted partner and building strong relationships across customer organisations

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2 • Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved