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 customer 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 methods.
• Develop strong product knowledge and align product implementation with customer goals and outcomes.
• 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 and addressing potential issues.
• 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.
• Analyze 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.
• Support renewal efforts by analyzing renewal opportunity reports and leveraging relationships to achieve customer renewals.
• Respond to customer inquiries and resolve any unforeseen issues in a timely manner.
• Use appropriate communication methods to engage customers, including 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

• 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.
• Proactively establish 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 appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.
• Analyze renewal opportunity reports and strategically support renewal efforts.

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 a competitive salary range of $67,000.00 - $87,100.00 USD, depending 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 schedule can be found in the job description or by contacting the hiring manager.