Customer Success Consultant

About the role

The customer success consultant and specialist positions at Cengage aim to enhance the educational experience for learners by supporting key accounts and fostering strong relationships with schools and administrators. These roles involve developing product knowledge, communicating effectively with stakeholders, and collaborating internally to ensure successful implementations and customer satisfaction.

Responsibilities

• Develop strong product knowledge and align product implementation with customer goals and outcomes.
• Communicate with school administrators to understand their greatest needs and expected implementation and adoption outcomes.
• Become 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.
• Maintain and monitor the implementation process, anticipating potential issues and managing details.
• Establish and manage customer relationships with key roles including technology directors, curriculum directors, building administration, department chairs, grade level chairs, and coaches.
• Engage colleagues to provide solutions such as 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.
• Engage customers using various methods including meetings, webinars, videos, emails, and phone calls.
• Document and respond to customer health using metrics from multiple platforms.
• Facilitate strategic account meetings during key times in the customer journey.
• Support renewal efforts by analyzing renewal opportunity reports.

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

• 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.

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 compensation range, which varies 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.

Pay

$67,000.00 - $87,100.00 USD

Schedule

Details on the work schedule can be found in the job description or provided upon application.