Customer Success Consultant

About the role

The customer success consultant and specialist positions at Cengage aim to drive innovation that helps millions of learners improve their lives and achieve their dreams through education. These roles involve building strong relationships with key accounts, supporting account retention, and collaborating with internal departments to ensure successful customer journeys.

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, becoming a trusted advisor to partners to ensure customer retention.
• 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.
• 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.
• Build and maintain relationships, becoming a trusted advisor to partners to ensure customer retention.
• Partner with internal teams on professional development and customer support to create customer journey maps and inform product development roadmap.
• 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.

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 is committed to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. This includes a competitive salary range from $67,000.00 to $87,100.00 USD, depending on factors such as work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

Pay

$67,000.00 - $87,100.00 USD

Schedule

Details on the schedule will be provided upon interview.