Customer Success Manager

We believe in the power and joy of learningAt Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.Our culture values diversity, engagement, and discoveryOur business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work.Customer Success ManagerWhat You'll Do HereReporting to the District Manager, as a Customer Success Manager you will provide pre-sale support for digital product sales, with a central focus on driving large digital adoptions.Working with your District Manager you will create district-wide strategies to increase digital sales and usage.Develop and maintain relationships with IT decision makers and administrators at key digital accounts in assigned accounts.Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products.Partner with District Manager, Account Executives, and Learning Consultants in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support.Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program.Coordinate with Engagement Manager to develop digital product account development strategies at large accounts in the assigned district.Proactively engage with existing customers to drive retention of large digital adoptions.Provide digital training and product implementation support at large digital adoptions.Partner with customers’ IT administrators and digital learning specialists to ensure smooth implementation of digital solutions.Provide virtual and in-person product training for faculty and other key users (eg TAs) at large adoptions.Coordinate and deliver First Class In-Service at start of each term for large digital adoptions.Provide weekly post-sale training and implementation updates to appropriate District Manager, Account Executives, Learning Consultants and Digital Solutions Coordinators.Collaborate with other CSMs to plan and conduct Digital Implementation workshops to connect successful users of our digital products and build a concrete peer-support network.Coordinate with District Manager, Account Executives, Learning Consultants, Digital Solutions Coordinators, and others to ensure complete customer service for large digital adoptions.Take intervention action as necessary to improve of customer service experience.Monitor usage of digital products and design & implement usage growth strategies at large digital adoptions.Work with data & analytics provided by Sales Operations to monitor digital product usage at large adoptions.Proactively identify at-risk adoptions due to digital usage issues.Gather feedback from customers, Account Executives, Learning Consultants, Digital Solutions Coordinators, and other internal stakeholders to identify barriers to usage.Develop strategies to increase usage and work with internal partners and customers to implement those strategies.Gather customer feedback and market intelligence and share with internal Product and Sales teams to help improve customer experience and outcomes from our digital solutions.Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement.Ensure the transfer of product knowledge to the Inside sales teams by working with Account Executives and Learning Consultants and conducting selected joint customers calls.Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development.Provide product market feedback to in house teams on a bi-weekly basis.Work with in-house teams to identify targets for digital pilots.Support digital product training for Inside sales team.Skills You Will Need HereBA or BS degree or equivalent work experience.Flexibility and adaptability to change.3-5 years of successful direct sales, marketing or editorial experience.Demonstrated understanding of and comfort with computer-based technology.Effective oral and written communication skills.Strong training / presentation skills.Ability to communicate clearly in virtual and in-person settings.Evidence of strong customer orientation and ability to form and build effective customer relationships.Ability to travel overnight as required to close sales and attend internal meetings.PreferredExperience in Higher Education sales.Experience in the use and implementation of digital learning products in higher education settings.Familiarity with Learning Management Systems (LMS) and other instructional technology highly desired.Experience delivering digital product training educational settings; higher education experience highly desired.Ability to work effectively in a group and reach decisions by consensus.Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason.Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.About Cengage GroupCengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.Base Pay RangeThe full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.$63,800.00 - $102,100.00 USD

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