Academic Success Coach & Advisor

Blackboard CSM - Technical Strategist

Unknown Employer

Description Customer Success Manager (Technical Strategist) Remote - United States About the Role The Blackboard Technical Strategist is a customer success role that serves as a post ‑ sale strategic and technical resource to ensure the success of clients using Blackboard. This individual possesses deep specialist knowledge of Blackboard platforms, technical workflows, integrations, and associated practice areas, with a strong understanding of how systems, data, and configurations operate in complex higher ‑ education environments. They develop proactive strategies to assess and strengthen product adoption, provide expert guidance on technical architecture and implementation considerations, and support complex problem ‑ solving that extends beyond standard support motions. The Technical Strategist works with an assigned book of clients and engages with the customer base in select 1:1 client advisory engagements and 1:many technical enablement activities. As a recognized technical expert, the Technical Strategist is an exceptional communicator, builds strong relationships quickly, and serves as a critical internal technical resource for Customer Success, Sales, Support, Product, and Services teams. Responsibilities 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 Required Skills and Experience 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 About Blackboard Blackboard advances teaching excellence and unlocks the full potential of technology to deliver meaningful outcomes. We empower institutions to deepen connections between educators and learners, inspire engagement, and drive long-term academic success across the full learner journey. For more information, please visit www.blackboard.com. The expected salary range for this position is $79,000 - $93,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location. Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position. 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. 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.

Blackboard CSM - Technical Strategist

Unknown Employer

Description Customer Success Manager (Technical Strategist) Remote - United States About the Role The Blackboard Technical Strategist is a customer success role that serves as a post ‑ sale strategic and technical resource to ensure the success of clients using Blackboard. This individual possesses deep specialist knowledge of Blackboard platforms, technical workflows, integrations, and associated practice areas, with a strong understanding of how systems, data, and configurations operate in complex higher ‑ education environments. They develop proactive strategies to assess and strengthen product adoption, provide expert guidance on technical architecture and implementation considerations, and support complex problem ‑ solving that extends beyond standard support motions. The Technical Strategist works with an assigned book of clients and engages with the customer base in select 1:1 client advisory engagements and 1:many technical enablement activities. As a recognized technical expert, the Technical Strategist is an exceptional communicator, builds strong relationships quickly, and serves as a critical internal technical resource for Customer Success, Sales, Support, Product, and Services teams. Responsibilities 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 Required Skills and Experience 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 About Blackboard Blackboard advances teaching excellence and unlocks the full potential of technology to deliver meaningful outcomes. We empower institutions to deepen connections between educators and learners, inspire engagement, and drive long-term academic success across the full learner journey. For more information, please visit www.blackboard.com. The expected salary range for this position is $79,000 - $93,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location. Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position. 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. 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.

Senior People Business Partner (Alternatives)

Alpha FMC

Senior People Business Partner (Alternatives) at Alpha FMC * Division: Business Operations * Function: People (HR, Recruitment, Learning) * Location: New York   About Alpha FMC  Alpha Financial Markets Consulting (Alpha) is a leading global consultancy to the financial services industry. Founded in 2003, we have worked for over 20 years to bring together specialist, sector-focused strategy, management consulting and technology expertise to support the entire client transformation lifecycle. Having partnered with more than 1,200 clients worldwide across the asset and wealth management, alternatives and insurance industries, Alpha is truly a trusted advisor for complex change programs. We now have over 1,180 consultants working with clients across North America, the UK, Europe, Middle East and APAC. In 2024, in recognition of our successful track record and strong growth prospects, Alpha was acquired by Bridgepoint, one of the world's leading quoted private asset growth investors. Our people are at the heart of everything we do. We are delighted that many of our team have built long and fulfilling careers with us, many staying over a decade. We believe this is because Alpha offers a genuinely rewarding place to work: a meritocratic environment where your career can flourish, and a welcoming culture where you can be yourself, connect with others and thrive. As we look to the future, we’re excited to be looking for new Alpha colleagues - individuals who are collaborative, innovative and ambitious. We hope you will join us and help shape the next chapter of our growth journey. Why join Alpha? 1. Established yet entrepreneurial – with over 20 years of success and a proven record on the London Stock Exchange, Alpha offers the stability of an established consultancy with the energy of a fast-growth business. 2. Backed by Bridgepoint – as part of one of the world’s leading growth investors, Alpha benefits from strategic investment that fuels innovation, expansion and new offerings – creating even more opportunity for our people. 3. Exposure to senior leadership – whether you are in an internal or a client facing role, you will have the opportunity to work with and learn from the best of the best – high performers at the top of their game. 4. Learning and growth opportunities – we run tailored training to help you be successful, provide you excellent mentorship, and offer up to 5 days paid training time per year. Perhaps the best training though is the experience on the job – as everyone at Alpha has high responsibility and autonomy, you can develop your skillsets quickly. 5. Performance-driven culture with real impact – advancement at Alpha is based on impact and capability, not tenure or quotas. You’ll have autonomy and see the tangible difference your ideas and decisions make.   Overview of Business Operations While consultants focus on delivering client value, our 'Business Operations' function ensures that the company runs efficiently and appropriately across a number of operational areas: Finance, People, Operations, IT, and Legal, Risk & Compliance. Together, these teams ensure the consultants are fully supported - working from a strong operational base that’s efficient, innovative and compliant. Business Operations doesn’t just enable delivery; it empowers Alpha’s long-term success. ‘People’ at Alpha refers to all parts of the employee lifecycle – including Recruitment, HR and Learning.   Role & Requirements We are investing into a Senior People Business Partner aligned to our Alternatives division. The Senior People Business Partner (Alternatives) role is a strategic dual role, embedded into both the business unit (Alternatives) and the Business Operations function (People function) to ensure alignment with the Alternatives division’s strategic goals, while also maintaining strong ties with Business Operations to uphold functional standards and best practices. The Senior People Business Partner (Alternatives) has dual reporting lines: * To the Business Head – reporting to the Global Head of Alternatives, who provides day-to-day direction, priorities, and operational objectives. * To the Business Operations – reporting to the Group Head of HR and Head of Recruitment & Learning, who ensure functional alignment, capability development, and mentoring support. This structure enables the Senior People Business Partners (Alternatives) to deliver tailored people solutions that are both strategically aligned with the Alternatives division and consistent with Group-wide HR practices. Key responsibilities include: * Leadership Engagement: * Engage directly with senior leaders as a trusted business partner. * Have a ‘seat at the table’ to facilitate the business vision and to define the people agenda behind that. * People Strategy Definition: * Analyze people data to identify trends, strengths, and gaps across recruitment, HR, and learning. * Define, iterate and drive the strategy across the people agenda – ultimately answering key questions e.g. what our employer value proposition is, how do we attract the best talent, and how do we manage, develop, and retain talent to help them be successful. * Drive strategic improvements across the employee lifecycle. * Partner with the Finance Business Partner to make sure recommendations are commercially relevant and executable. * Key Processes Management: * Drive and oversee annual business-as-usual (BAU) processes: * Talent Acquisition: year-end and mid-year planning and budgeting processes * HR: year-end and mid-year job evaluation, compensation planning and goal setting * Strategic Project Management: * Lead or oversee key initiatives based on the Business Unit’s People strategy and priorities covering: * Strategic Workforce & Talent Planning * Develop and implement workforce strategies aligned to business plans, anticipating future skills and capacity * Partner with divisional leaders to plan headcount growth and critical role coverage. * Shape recruitment priorities based on commercial demand, utilization patterns, and emerging practice/proposition areas. * Performance, Reward & Retention Strategy * Partner with divisional leadership and finance to evolve reward frameworks that support growth, profitability, and retention. This will include assessing reward against an benchmark and making recommendation to division leadership and the board * Identify retention risks in key talent pools and co-develop targeted retention interventions. * Employee Engagement * Drive employee engagement initiatives by partnering with leadership to foster a positive work culture, improve retention, and enhance overall employee experience. * Leverage engagement survey data and employee feedback to identify trends and recommend targeted action plans. * Leadership Development & Succession Planning * Support and coach senior leaders to enhance leadership effectiveness and build high-performing teams. * Monitor emerging talent and partner with leadership to identify and develop future leaders. Lead succession planning processes that anticipate organizational growth and mitigate leadership risk. * Provide focused oversight to Senior Leadership transitions (including onboarding & exits) * Capability Development & Learning * Partner with divisional leaders to design and deliver a training framework for each level that addresses the division’s strategic priorities, client needs, and skill gaps. * Lead the continuous review and evolution of each division’s career framework, ensuring it reflects current market expectations, future skills, and the changing consulting environment. * Collaborate with divisional leadership to evolve all people related matters (career, recruitment, etc.) as we deploy AI and other emerging technologies that enhance productivity, streamline delivery, and evolve the nature of the consultant role. * Organizational Design & Growth Enablement * Advise on team structures, spans of control (consulting pyramid), and operating models to improve scalability, collaboration, and efficiency. * Post-acquisition integration: driving the people integration following acquisitions and monitoring success on an ongoing basis. * Contractors: ensuring that relevant and efficient frameworks for sourcing and onboarding are in place, as well as understanding commercial visibility of contractor usage. * People Delivery Team Mobilization and Optimization: * Mobilize the internal people delivery teams (Recruitment and HR) who are responsible for execution. * Monitor service quality and performance, supporting them to resolve any issues that arise. * Ensure good productive relationships with wider Business Operations teams in order to facilitate execution. * Play role of senior lead in that functional area – driving effectiveness and good culture, and coaching and supporting individuals to achieve the business goals. * Senior Leadership Reporting: * Prepare people reports for senior leadership (both on a proactive and reactive basis), such as for the business unit Board, Group Leadership or Group Board. This will include but not be limited to reporting on matters such as – Reward & Retention, Strategic Hires/Worforce Planning, Talent Development and Strategic Projects * People Communications: * Designing and executing effective people communications as they relate to organizational change, compensation, and new policies. * Leadership, Mentoring & Oversight: * Oversight and mentoring of the People Business Partner (Alternatives) role   Qualifications: Must have: * 10+ years’ HR or recruitment experience, with 3–5 years in a strategic cross-people business partnering or relationship management role. * Proven ability to influence and advise senior leaders on people strategy and organizational design. * Strong experience in talent attraction and management, succession planning, and leadership development. * Demonstrated capability in post-acquisition integration, change management, and cultural alignment. * A university degree (2:1 or above) in a relevant discipline * Certification such as CIPD 7, SHRM-SCP, or equivalent academic or professional accreditation. * Excellent communication, analytical, team-work and stakeholder management skills. Good to have: * Experience within a consulting firm – ideally within Financial Services or Management and Technology Consulting in the Alternatives industry * Exposure to global or matrixed organizations with complex stakeholder environments.   Location and working patten: * Office-based in the same location as the Business Head, in New York. For this role it is important that this individual is co-located with the business and is able to attend key meetings in person – e.g. senior leadership meetings, strategic initiative workshops and 1:1s. We expect that on average this will require c. 2-3d/w in the relevant office, but this may flex up or down depending on the week.   Benefits & Compensation * Competitive salary with annual profit-sharing opportunity * 401k/RRSP matching * 25 days of annual paid time off * Supplemented medical, dental and vision coverage * Laptop and mobile phone There are a wide range of factors that are considered in making compensation decisions including but not limited to - skill sets, experience and training, and licensure and certifications. A reasonable estimate of the range is  $190,000 to $235,000 subject to change based on salary benchmarking. In addition to this salary, employees would be eligible for both variable and non-variable benefits.   Our Commitment to Inclusion At Alpha, diversity, equity and inclusion are critical to our success. Our priorities show a focus on fostering an inclusive, equitable workplace where individuals are treated fairly regardless of gender or background. We welcome applications from disabled people and are committed to making our recruitment process and workplace accessible and inclusive for everyone.   Data Privacy Policy: Full details around what data we hold, why we hold it and for how long are available in our recruitment privacy statement (https://alphafmc.com/privacy-policy/).