All positions are fully remote:
Blackboard is the world’s leading EdTech company, serving higher education, K-12, business, and government clients around the world. We connect a deep understanding of education with the power of technology to continuously push the boundaries of learning. Our mission is to advance learning together with the world's education community so that all students, educators, and institutions can realize their goals today and prepare for tomorrow. Read the employee reviews on indeed here
As a Client Success Specialist, you will have the opportunity to manage the strategic relationship between your clients and Blackboard Student Success. 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.
The Candidate:
Required skills/qualifications:
Bachelor’s degree or equivalent experience
Minimum of 2 years prior relevant experience in a technology-focused position within a higher education sector, or in higher education enrollment, student recruitment, student services (financial aid, student account, admissions, records, registration)
Strong written and oral communication skills
Proven track record of successfully managing large/high-value accounts and developing strong client relationships with all levels of an organization
Excellent problem-solving and critical thinking skills
Effective at creating, gathering, and analyzing reports and data
Ability to multi-task and to consistently perform under the pressure of deadlines and other demands
Highly organized, task-oriented, proactive, and impactful communicator and presenter
Ability to thrive in a fast-paced, results-oriented, collaborative environment
Self-driven; ability to work independently with little supervision
Strong analytical skills with experience using data-driven process improvements strategies
Excellent customer service and client-facing skills
Strong prioritization, project management, and coordination skills
Ability to excel in a fluid, cross-functional team environment.
Primary responsibilities will include: Media Planning/Buying & Management
Supporting the execution of marketing solutions across a variety of media channels, including placing media buys, and setting up and managing media campaigns with a primary focus on digital channels (SEM, Display, social media, etc.)
Managing day-to-day media buying process and vendor relationships for multiple select clients
Assisting Senior Manager, Marketing & Media Services in managing client budgets and media billing
Monitoring campaigns for performance, ensuring campaigns are pacing accordingly, managing spend, optimizing and troubleshooting campaigns, creating insights about performance, making updates accordingly, and flagging potential issues to Media and Account management
Analyzing information to bring forward insights, results, and suggest optimizations (e.g. keyword research, ad copy testing, bid management tactics, new channels) and testing scenarios to ensure optimal return on client’s advertising investment
Providing business analysis to identify risks and opportunities related to lead generation, media optimization, conversion rates, and application yield rates
Establishing and maintaining expert knowledge of the latest innovations and opportunities impacting SEM, programmatic display, and the overall digital marketing landscape
Relationships and Service
Tracking reporting metrics and KPIs to ensure the effectiveness of service and disseminate best practices across clients
Assisting in ensuring that media tactics and deliverables meet or exceed client’s objectives, timing expectations, and budget
Establishing and fostering productive relationships with media vendors and internal Account Management team
Tracking spending and any changes in the budget; providing clear and concise internal updates in a timely and complete manner
Blackboard’s Global Client Experience team works with clients to solve a wide variety of technical challenges. The Software Solutions team within this broader group is focused on advancing learning, fueled by data-informed decision making. Using both industry standard and cutting-edge technologies, our consultants develop innovative, custom solutions that extend, enhance, and integrate Blackboard’s enterprise products. As a Technical Writer on this team, you will play an integral role in the success of the Software Solution team within Blackboard GCX Product Development.
A successful candidate will be able to work in a dynamic, fast-paced environment and interface directly with product managers and engineers to help create and build out a modern documentation and user assistance infrastructure.
Specific responsibilities will include:
Working with product managers, product marketing, and engineers to produce and maintain world-class documentation including User Guides, Integration Guides, Installation guides
Building and maintaining client aids that go beyond traditional documentation, such as online video, demos, guided tours, and other educational techniques
Learning complex concepts and communicating the information in a way that is engaging and understood by users
Gathering customer feedback on documentation to improve the usability
Acting as an editor to ensure consistency in training documentation across software solutions
Monitoring metrics on the usage of training materials as well as direct customer feedback to prioritize future training investments
This role requires approximately 20% travel
The Candidate:
Required skills/qualifications:
University degree or equivalent experience
3+ years of technical writing experience
2+ years of prior relevant experience
Strong written and oral communication skills and experience working with content in multiple mediums
Experience working cross-departmentally to communicate the nuts and bolts of a product
Strong experience owning an end-to-end documentation creation process
Excellent attention to detail and the ability to prioritize and work on multiple projects in a fast-paced, changing environment
A positive attitude; willing to jump in and tackle new challenges
Blackboard’s North American Higher Education (NAHE) Account Executives are responsible for new client acquisition exclusively in the Higher Education market. They meet and often exceed sales objectives of the assigned territory by promoting and selling the Blackboard suite of products and services through a consultative selling approach that effectively aligns the products to customer business objectives while demonstrating a quantifiable value proposition to the customer.
As a NAHE Account Executive, you will be responsible for expanding the portfolio of our solutions and services within assigned clients by identifying, qualifying, and closing new sales opportunities. Developing and managing executive-level relationships with clients, you will conduct quarterly onsite client business reviews including preparation and follow-up. You will operationalize annual plans with the assistance of Solutions Engineers, Product Specialists, Sales Management, and other functional leads. Additionally, you will work in concert with the Product Sales organization to align specific solutions to client needs while carrying an overlay quota. You will also leverage Salesforce.com to maintain a growing pipeline while adhering to Blackboard’s forecasting methodology. This role requires approximately 40-50% travel.
The Candidate:
Required skills/qualifications:
Experience in consultative selling and relationship management in an enterprise/solution and/or technical sales environment
Highly developed client service and client satisfaction focus
Proficiency in building a pipeline, moving opportunities through the sales cycle, and proposing, presenting, and discussing solutions with C-level and other executive decision-makers
Excellent oral, written, and presentation skills
Ability to thrive in a fast-paced, multi-disciplined virtual team
Preferred skills/qualifications:
Knowledge of the Higher Ed sector or eLearning sector
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.
Position responsibilities:
Providing Tier I technical support for customer inquiries and issues in a high-volume, inbound call environment
Utilizing customer service skills to interact with customers and resolve product, service, and technical issues experienced by the end-user
Managing a high volume of incoming calls
Providing customer support through phone calls, chats, email, and web tickets
Striving for one-call resolution of customer issues while communicating troubleshooting steps and solutions to the customer clearly and concisely
Opening and reviewing customer accounts using a web-based CRM
Searching, navigating, and utilizing a knowledge base to identify appropriate resolutions for customer issues
Managing and resolving identified client issues for assigned customer accounts
Documenting information into multiple web-based ticketing systems
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
Meeting personal/customer service team performance targets while following company policies, procedures, and guidelines
Participating in internal training programs to expand knowledge and support multiple clients
The Candidate:
Requirements:
Must be able to work from the home office in a quiet, uninterrupted workspace
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
The Minimum recommended Internet speed is 10 Mbps download and 5 Mbps upload with 100 MS-ping or less consistently that is dedicated to the workstation
Expertise in supporting Personal Computers/Windows10 and other Microsoft products, as well as MacBook, MacBook Air, and MacBook Pro
Minimum of six months Technical Support/troubleshooting experience
Ability to determine the root cause of issues and effectively solve problems
Basic to intermediate skill level working with web browsers, software, and networks
Strong record of achievement in terms of performance to goals/key success metrics
Excellent oral and written communication skills
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Exceptional customer service skills
Qualifications:
High School diploma or equivalent combination of education and experience
Must be at least 18 years of age
Ability to work in a fast-paced environment
Must be flexible and able to adapt to change
Must have good interpersonal skills.
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