• Respond to agent inquiries via calls, live chats, and emails, providing accurate information and timely resolutions • Review and process carrier appointment requests, ensuring accuracy and compliance with carrier requirements • Communicate with carrier representatives to clarify discrepancies, resolve issues, and track appointment statuses • Maintain accurate records of communications and appointment activities in HubSpot CRM • Collaborate with internal teams to address agent concerns and streamline processes • Monitor open inquiries to ensure timely follow-ups and proactive issue resolution • Contribute to support resources, such as FAQs and process guides, to assist agents and improve workflows • Uphold service excellence by adhering to response time standards and delivering high-quality interactions

WE DEVELOP INNOVATIVE BEVERAGE BRANDS THAT DEFINE WHAT’S NEXT. Born in Austin, TX, BeatBox Beverages is a team of millennial founders and industry veterans reshaping the future of drinking. We believe the best brands don’t just follow trends, they create them. Our mission is to craft cutting-edge, game-changing beverages that push boundaries while connecting with future-forward individuals who crave the extraordinary. Interested in working with us but you don't see an opening that fits at the moment? Send us your resume! We are always looking for new talent and we'd love to add you to our prospect pool. BeatBox Beverages provides a fair and equal employment opportunity regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. BeatBox Beverages hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard. - Developing strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard - Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positive - Executing prescriptive playbooks based on customer need - Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services - Conducting partnership reviews with customers to ensure progress on shared business objectives, including modernization - Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback - Promoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events - Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers - Connecting customers to best practice resources and/or recommendations - Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services - Assisting the RSM and CRM in the renewal process, contributing strategic insights to maximize value and positioning in renewal discussions - Serving as an internal advocate for the customer - Executing tailored plans both internally and externally - Acting as an information conduit from Blackboard and the industry to customers - Driving advocacy in the form of references and success stories - Maintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP - Projecting a favorable public image of the company to promote its objectives and goals - Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership - Traveling as needed for onsite customer engagements and events, approximately 25% of the time Qualifications - Bachelor’s degree or equivalent work experience - At least 5 years of related experience in Higher Education, Customer Experience, Customer Success, and/or Education Technology - Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism - Excellent oral and written communication skills; proactive and impactful communicator - Strong project management skills - Ability to work independently and to proactively identify and respond to emerging challenges - Proven track record of successfully managing accounts and developing strong customer relationships - Well-developed problem-solving and critical thinking skills - Ability to effectively create, gather, and analyze reports - Ability to multitask and consistently perform under pressure - Highly organized, task-oriented - Ability to thrive in a fast-paced, results-oriented, collaborative environment - Skilled in building deep relationships and connect with others authentically - Proficiency with CRM and/or customer success software - Experience managing a large-scale technology transition - 1+ years of experience working in the Blackboard LMS or with Blackboard customers - Fluency in written and spoken English Preferred Skills and Experience - Advanced degree - Background in supporting higher education institutions, particularly HBCUs or other institutions serving underrepresented student populations - Experience working in a Customer Experience or Customer Success role at a Software-as-a-Service technology company - 2+ years of experience developing courses in Blackboard as an admin or faculty member Salary Information The expected salary range for this position is $79,000 - $90,800. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Equal Employment Opportunity Blackboard 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.

• Troubleshoot and resolve CRM user issues including login problems, system errors, and functionality questions • Manage user access requests, permissions assignments, and security settings within CRM platforms • Provide timely technical support to sales and marketing team members via email, chat, or video calls • Perform data entry tasks to maintain accurate and up-to-date information in CRM systems • Conduct data cleanup projects to remove duplicates, update outdated records, and standardize data formats • Export data and generate reports as needed to support business operations and decision-making • Assist with administrative tasks and special projects as assigned by leadership • Document common issues and create user guides or training materials to improve team self-sufficiency • Monitor system performance and escalate technical issues to appropriate IT resources when necessary • Support onboarding of new users by setting up accounts and providing basic CRM training • Collaborate with internal teams to ensure CRM systems meet user needs and business requirements • Maintain confidentiality of sensitive business information accessed through CRM systems