Customer Success Consultant

About the role

The customer success consultant and specialist positions at Cengage are dedicated to supporting educational institutions and their administrators throughout the learning journey. These roles aim to enhance customer satisfaction and drive revenue growth.

Responsibilities

• Build and maintain relationships with key accounts to ensure customer retention and support.
• Collaborate with internal departments to support top accounts in assigned territories.
• Work closely with customers and sales representatives to understand their goals, needs, and best support strategies.
• Develop and maintain strong product knowledge and align product implementation with customer goals.
• Communicate effectively with school administrators to understand their greatest needs and expected outcomes.
• Partner with internal teams on professional development and customer support to create customer journey maps and inform product development.
• Monitor and manage the implementation process, anticipating potential issues and managing details.
• Establish clear expectations with customers to ensure successful implementations and outcomes.
• Engage colleagues as needed to provide solutions to customers, including onboarding/training, strategic product and content discussions, and customer support needs.
• Use metrics across multiple platforms to document, respond, and improve customer health.
• Present and use data to facilitate strategic account meetings during key times in the customer journey.
• Analyze renewal opportunity reports and support renewal efforts.
• Respond to customer inquiries and resolve any unforeseen issues in a timely manner.

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

• Ability to develop strong product knowledge and align product implementation to customer's goals and outcomes.
• Ability to clearly communicate with school administrators to understand their greatest needs and expected implementation and adoption outcomes.
• Partner with internal teams on professional development and customer support to create customer journey maps and inform product development roadmap.
• Actively engage customers regarding their product implementation and use.
• Maintain relationships, becoming a trusted advisor to partners to ensure customer retention.
• Monitor and act on account expirations and renewal targets and leverage relationships to achieve customer renewals.
• Respond to customer inquiries and resolve any unforeseen issues in a timely manner.
• Demonstrate flexibility and be able to shift focus between to strategically manage account needs within assigned territory.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and