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 involve building strong relationships with key accounts to ensure customer satisfaction and support throughout the customer journey, with the goal of increasing revenue and maintaining customer loyalty.

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.
• Build and maintain relationships with partners, acting as a trusted advisor to ensure customer retention.
• Collaborate 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 to provide necessary solutions such as onboarding, training, strategic product discussions, and customer support.
• Analyze metrics across multiple platforms to document and respond to customer health, and present data for strategic account meetings.
• Support renewal efforts by analyzing renewal opportunity reports and leveraging relationships to achieve customer renewals.
• Respond promptly to customer inquiries and resolve unforeseen issues.
• Use appropriate communication methods to engage customers, including meetings, webinars, videos, emails, and phone calls.
• Document and respond to customer health using metrics from various platforms.
• Present data to facilitate strategic account meetings during key times in the customer journey.
• Support renewal efforts by analyzing renewal opportunity reports and leveraging relationships to achieve customer renewals.
• Resolve customer inquiries and issues in a timely manner.
• Engage customers through meetings, webinars, videos, emails, and phone calls.

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 developing strong product knowledge and aligning product implementation with customer goals and outcomes.
• Ability to communicate effectively with school administrators to understand their needs and expected outcomes.
• Proven track record of building and maintaining strong relationships with partners, acting as a trusted advisor to ensure customer retention.
• Experience collaborating with internal teams on professional development and customer support to create customer journey maps and inform product development.
• Experience monitoring and managing the implementation process, anticipating potential issues, and managing details.
• Experience establishing clear expectations with customers to ensure successful implementations and outcomes.
• Experience engaging colleagues to provide necessary solutions such as onboarding, training, strategic product discussions, and customer support.
• Experience analyzing metrics across multiple platforms to document and respond to customer health, and presenting data for strategic account meetings.
• Experience supporting renewal efforts by analyzing renewal opportunity reports and leveraging relationships to achieve customer renewals.
• Experience responding promptly to customer inquiries and resolving unforeseen issues.
• Experience engaging customers through meetings, webinars, videos, emails, and phone calls.
• Experience documenting and responding to customer health using metrics from various platforms.
• Experience presenting data to facilitate strategic account meetings during key times in the customer journey.
• Experience supporting renewal efforts by analyzing renewal opportunity reports and leveraging relationships to achieve customer renewals.
• Experience resolving customer inquiries and issues in a timely manner.
• Experience engaging customers through meetings, webinars, videos, emails, and phone calls.

Skills

• Bachelor’s degree required.
• Customer success, sales, or education experience.
• Experience in implementing successful customer retention and growth strategies.
• Strong MS Office skills and Excel experience.

Benefits

• Comprehensive and rewarding Total Rewards package.
• Reasonable accommodations for qualified individuals with disabilities.

Pay

• $67,000.00 - $87,100.00 USD

Schedule

• Individual schedules may vary based on work requirements and geographic location.