Cengage Group
Customer Success Specialist (Remote)
Cengage Group, Little Ferry, New Jersey, us, 07643
We believe in the power and joy of learning
At 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 discovery
Our 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.What You'll Do Here
The
Customer Success Specialist
drives customer retention and sales growth through support of customers with their digital solutions, building consultative relationships to expose customers to additional digital solutions, and collaborating with internal partners and teams to deliver customer satisfaction. This role is accountable for applying sales skills, product knowledge, and analytics to align digital solutions to current customers’ needs and meet or exceed a sales goal. You will also:Achieves sales target for assigned accounts to achieve customer retention and grow salesProvides consultative upselling and service by applying product knowledge and expertisePerforms effective territory planning to get resultsSupports customers to enable optimal navigation of digital products and resourcesMonitors success of digital courses to enable positive customer experienceCultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutionsExceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customersActs as voice of customer to inform internal stakeholders on product and experience improvementsPerforms other duties as needed to achieve organizational goalsWhat You'll Need Here
Minimum of 2 years of experience in relationship-based role – customer or account managementStrong desire and commitment to learn additional skills to close on sales opportunitiesStrong communication skills, written and verbal to effectively engage customersDemonstrated understanding of technology and some experience with digital productsAbility to build and maintain strong and trusting customer relationshipsAbility to analyze data and apply to get resultsHighly organized with ability to manage multiple projects and work efficientlyAbility to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with stakeholdersSome direct sales experience preferredBachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutionsPrefer incumbent be located within assigned territoryCengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed.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 Group
Cengage 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.Compensation
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The 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.$21.25 - $34.50 USD
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At 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 discovery
Our 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.What You'll Do Here
The
Customer Success Specialist
drives customer retention and sales growth through support of customers with their digital solutions, building consultative relationships to expose customers to additional digital solutions, and collaborating with internal partners and teams to deliver customer satisfaction. This role is accountable for applying sales skills, product knowledge, and analytics to align digital solutions to current customers’ needs and meet or exceed a sales goal. You will also:Achieves sales target for assigned accounts to achieve customer retention and grow salesProvides consultative upselling and service by applying product knowledge and expertisePerforms effective territory planning to get resultsSupports customers to enable optimal navigation of digital products and resourcesMonitors success of digital courses to enable positive customer experienceCultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutionsExceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customersActs as voice of customer to inform internal stakeholders on product and experience improvementsPerforms other duties as needed to achieve organizational goalsWhat You'll Need Here
Minimum of 2 years of experience in relationship-based role – customer or account managementStrong desire and commitment to learn additional skills to close on sales opportunitiesStrong communication skills, written and verbal to effectively engage customersDemonstrated understanding of technology and some experience with digital productsAbility to build and maintain strong and trusting customer relationshipsAbility to analyze data and apply to get resultsHighly organized with ability to manage multiple projects and work efficientlyAbility to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with stakeholdersSome direct sales experience preferredBachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutionsPrefer incumbent be located within assigned territoryCengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed.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 Group
Cengage 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.Compensation
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The 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.$21.25 - $34.50 USD
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