Customer Success Consultant

About the role

The customer success consultant and specialist positions at Cengage are dedicated to driving innovation that enhances the educational journey of millions of learners. These roles aim to build strong relationships with key accounts, ensuring customer support and retention, and collaborating with internal departments to support top accounts.

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, acting as a trusted advisor to partners 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 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 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.
• Actively engage customers regarding their product implementation and use.
• Maintain and monitor account expirations and renewal targets.
• Respond to customer inquiries and resolve any unforeseen issues in a timely manner.
• Demonstrate flexibility and be able to shift focus between managing various 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.

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 structure, which may vary 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 schedule will be provided upon interview.