Customer Success Consultant

About the role

The customer success consultant and specialist positions at Cengage are dedicated to enhancing the educational experience for learners worldwide. These roles aim to build strong relationships with key accounts, ensuring customer satisfaction and supporting the achievement of their goals.

Responsibilities

• Develop strong product knowledge and align product implementation with customer goals and outcomes.
• Communicate effectively with school administrators to understand their needs and expected outcomes.
• Become a trusted advisor to partners to enhance customer retention.
• Collaborate with internal teams on professional development and customer support to create customer journey maps and influence product development.
• Monitor and manage the implementation process, anticipating and addressing potential issues.
• Establish clear expectations with customers to ensure successful implementations and outcomes.
• Engage colleagues to provide necessary support, including onboarding, training, and strategic discussions.
• Analyze metrics across multiple platforms to document and improve customer health.
• Present data to facilitate strategic account meetings during key customer journey stages.
• Support renewal efforts by analyzing renewal opportunity reports and leveraging relationships with customers.
• Respond promptly to customer inquiries and resolve unforeseen issues.
• Manage account needs within assigned territories with flexibility and strategic focus.
• Use various communication methods to engage customers, such as meetings, webinars, videos, emails, and phone calls.
• Utilize strong MS Office skills and Excel experience to support customer success initiatives.

Requirements

• Bachelor’s degree required.
• 3-5 years of customer success, sales, or education experience, or a combination of education and relevant experience.
• Understanding of and experience in implementing successful customer retention and growth strategies.
• Strong MS Office skills and Excel experience required.

Qualifications

• Experience in implementing successful customer retention and growth strategies.
• Strong MS Office skills and Excel experience.

Skills

• Bachelor’s degree required.
• 3-5 years of customer success, sales, or education experience, or a combination of education and relevant experience.
• Understanding of and experience in implementing successful customer retention and growth strategies.
• Strong MS Office skills and Excel experience required.

Benefits

Cengage offers a comprehensive benefits package, including opportunities for professional development and support for employee well-being. Learn more about our Total Rewards Philosophy.

Pay

$67,000.00 - $87,100.00 USD

Schedule

Details on the schedule will be provided upon employment.