• 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.

• 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, including their value proposition, the challenges they solve, and how they are supported • 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, facilitating client opportunities to network, share, and learn from their peers • 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 customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Blackboard solutions • 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, helping to drive support and change when necessary to help the customer achieve their business objectives • Executing tailored plans both internally and externally, and proactively providing next-step support, including: External: managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategies Internal: escalation, identifying and engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Blackboard business needs • Acting as an information conduit from Blackboard and the industry to customers, ensuring customers are connected to the latest information on Blackboard products and services, resources, and higher education industry trends • 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 and enhance customer relationships • 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

• Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. • The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. • This position can work remotely and will travel to various client locations as required. • Collaborate with internal account teams to build and maintain relationships.

• Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. • This position can work remotely and will travel to various client locations as required. • The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.