Technical Strategist
Location
United States
Posted
5 days ago
Salary
$79K - $93K / year
Seniority
Senior
Job Description
Technical Strategist
Anthology Careers
• Serve as a post ‑ sale technical advisor for assigned book of Blackboard customers and in ad-hoc engagements, partnering closely with Customer Success Managers (CSMs) to drive adoption, customer health, and long ‑ term value. • Provide deep technical and systems expertise across Blackboard Learn and related platforms, acting as a subject ‑ matter expert for complex customer needs. • Lead and support customer engagements that require advanced technical knowledge, including virtual and on ‑ site meetings. • Support technical projects and initiatives, including but not limited to: Daily LMS administration and troubleshooting SIS integration troubleshooting and best practice recommendations Data footprint and storage reviews Ultra course implementations and modernization workflows Reporting/analytics best practices and recommendations Discovery and Requirement gathering as needed. • Assist with complex support escalations and known ‑ issue reviews in partnership with Support, Product, and Engineering teams. • Coordinate cross ‑ functionally with Product, Support, Sales, Services, and Renewals to ensure aligned resolution of technical issues and consistent communication to customers. • Translate product releases, technical changes, and known issues into clear guidance for customers and internal stakeholders. • Support high ‑ risk, high ‑ impact, or strategic accounts by providing targeted technical intervention and stabilization as needed. • Participate in internal account strategy discussions, helping CSMs assess technical risk and opportunity. • Contribute to renewal support by providing technical clarity, expectation setting, and value reinforcement during renewal motions. • Identify when customer needs exceed standard support and help position appropriate Professional Services engagement. • Support Customer Success at scale through ad ‑ hoc technical engagements. • Share technical best practices, repeatable insights, and lessons learned to improve adoption and efficiency across the Customer Success organization. • Maintain strong working knowledge of Blackboard product architecture, integrations, and higher ‑ education technical environments. • Operate within defined rules of engagement and SLAs for Strategist requests and customer support. • Provide feedback, guidance, or support for special projects as requested. • Travel up to 25% of the time.
Job Requirements
- Bachelor’s degree or equivalent work experience
- A minimum of 6 years of technical hands-on experience administering, managing, and/or supporting Blackboard or comparable Learning management system
- Excellent interpersonal skills, specifically in ability to teach, coach, and tailor messages to suit recipient’s needs/role
- Can solve problems independently, using all relevant available resources as well as critical and creative thinking skills, with an emphasis on innovation
- Professional demeanor and executive presence, able to communicate effectively to groups comprised of stakeholders with mixed levels of domain expertise
- Ability to handle difficult and challenging situations with autonomy, effectiveness and resiliency
- Exceptional communicator with the ability to leverage written and verbal skills in phone, email, web meeting, and in-person conversation and presentation forums
- Observant and effective listener; able to ask questions, spot trends, and draw conclusions in a consulting context
- Client centric and solution-oriented
- Effective time and priority management skills
- Strong project management and process development skills
- Quick and self-motivated learner
- Tech savvy, conversant with external platforms related to Blackboard products (integrated tools/platforms, partner products, etc.)
- Employs a positive outlook and collaborative attitude
- Passionate about education and technology
- Fluency in written and spoken English.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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