Technical Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a post-sale technical advisor for a designated group of Blackboard clients and in various engagements, closely collaborating with Customer Success Managers (CSMs) to enhance adoption, ensure customer satisfaction, and drive long-term value.

• Offer extensive technical and systems knowledge across Blackboard Learn and its related platforms, serving as a subject-matter expert for intricate client requirements.

• Lead and facilitate customer interactions necessitating advanced technical expertise, including both virtual and in-person meetings.

• Assist in technical projects and initiatives, which encompass but are not limited to: daily LMS administration and troubleshooting, SIS integration troubleshooting and best practice suggestions, data footprint and storage evaluations, ultra course implementations and modernization workflows, reporting and analytics best practices and recommendations, as well as discovery and requirement gathering as necessary.

• Support complex support escalations and reviews of known issues in collaboration with Support, Product, and Engineering teams.

• Collaborate cross-functionally with Product, Support, Sales, Services, and Renewals to ensure coherent resolution of technical issues and consistent communication with clients.

• Translate product updates, technical modifications, and known issues into clear guidance for both customers and internal stakeholders.

• Provide targeted technical intervention and stabilization as necessary for high-risk, high-impact, or strategic accounts.

• Engage in internal account strategy discussions, assisting CSMs in evaluating technical risks and opportunities.

• Contribute to renewal support by clarifying technical aspects, setting expectations, and reinforcing value during renewal processes.

• Recognize when customer requirements surpass standard support and facilitate the positioning of appropriate Professional Services engagement.

• Enhance Customer Success on a larger scale through ad-hoc technical engagements.

• Share technical best practices, reproducible insights, and lessons learned to bolster adoption and efficiency across the Customer Success organization.

• Maintain a robust understanding of Blackboard product architecture, integrations, and technical environments in higher education.

• Operate within established rules of engagement and service level agreements (SLAs) for Strategist requests and customer support.

• Provide feedback, guidance, or support for special projects as requested.

• Willingness to travel up to 25% of the time.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• At least 6 years of hands-on technical experience in administering, managing, and/or supporting Blackboard or a comparable learning management system.

• Outstanding interpersonal skills, particularly in teaching, coaching, and tailoring communications to fit the recipient’s needs or role.

• Capable of independently solving problems using all relevant resources, along with critical and creative thinking skills, emphasizing innovation.

• Professional demeanor and executive presence, effective in communicating with groups composed of stakeholders having varying levels of domain expertise.

• Ability to manage challenging situations with independence, effectiveness, and resilience.

• Exceptional communication skills, able to utilize written and verbal abilities across phone, email, web meetings, and in-person conversations and presentations.

• Attentive and effective listener; capable of asking insightful questions, identifying trends, and drawing conclusions within a consulting context.

• Client-centric and solution-oriented approach.

• Strong skills in time and priority management.

• Proficient in project management and process development.

• Quick learner who is self-motivated.

• Tech-savvy, knowledgeable about external platforms related to Blackboard products (integrated tools/platforms, partner products, etc.).

• Maintains a positive attitude and collaborative spirit.

• Passionate about education and technology.

• Proficient in written and spoken English.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Professional development.