Description Associate Customer Success SpecialistBogotá, Colombia*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity:Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.For more information about Anthology and our career opportunities, please visit.Our Help Desk, One Stop, Marketing and Enrollment servicesbring virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.The Associate CustomerSuccessSpecialist position is an exciting opportunity to work directly with our clients, supporting the renewal process. This individual will work directly with various Anthology operational departments and the client’s staff to support the renewal process. This person will assistour Strategic Partnership Directors with evaluating renewal volume and paperwork. Primary responsibilities will include: Providinginsights into specific trends at supported institutions to the Strategic Partnership Directors Managingand resolvingidentified client issues for assigned customeraccounts Documenting information into web-based ticketing system Providingefficient and accurate resolution to customer inquiries Utilizing reporting data to conduct analysis on trends, documenting and summarizing findings with clear, actionable steps forimprovements Handling multiple job tasks at one time and escalating issues in a timely manner Monitoring upcoming contract renewals with a 120-day lead time Proactively initiating renewal workflows to ensure timely customer engagement and internal readiness Working directly with Strategic Partnership Directors concerning renewal details and changes to contracts Data & Utilization Reporting:Pulling and analyzing customer utilization reports to assess current usage and inform renewal strategyIdentifying trends, risks, and opportunities for upsell or optimization based on usage dataCollaborating with SPD to gather updated revenue and renewal forecasts Level 2 (L2) Analysis:Reviewing L2 support and provide feedback to Strategic Partnership Director concerning their client involvementAligning with Managed Services team manager concerning L2 supportProviding recommendations for optimizing L2 support based on client workflows and utilization Renewal Package Support:Based on client-specific data & utilization trends, creating a renewal package including SOW updates, pricing, and any proposed additions based on guidance/direction from Strategic Partnership Director The Candidate:Required skills/qualifications: High School diploma or equivalent Excellent oral and written communication skills Ability to communicate clearly (both written and orally) with university staff, and teammembers Ability to ask questions to determine the nature of theproblem Proficiency in MS Office computer applications including Word and Excel, and willingness to learn new technologysystems Analytical orientation with strong attention to detail Ability to work fromhome Ability to take inbound (voice) phone calls in a conversation-heavyenvironment Fluency in written and spoken English at CEF C2 level orabove You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled workshift Ability to accurately type at least 25wpm Strong interpersonal skills and a very high degree of customer service work ethic Ability to perform remotetroubleshooting Minimum Internet requirementsHighspeed internet connection (Cable, Fiber, DSL)Mobile Broadband is not supported including satellite, wireless/cellular hotspot service, and point-to-point internetservice40 Mbpsdownload15 Mbps upload100ms ping or lessJitter: 40ms or lessHardwired connectionWired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges Preferredskills/qualifications: Some level of higher educationcompleted Customer service or contact centerexperience Previous experience in the education industry and with e-learning technologies 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. Anthology 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.