Customer Success Consultant

We believe in the power and joy of learning. At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. What you’ll do here: Consultant Develop strong product knowledge and align product implementation to customer’s goals and outcomes. 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. Project Manager Monitor each step of the implementation process and project progress: anticipate potential issues and proactively manage details. Develop a strategic plan to build customer relationships with key customer roles including technology director, curriculum director, building administration, department chairs, grade level chairs, and coaches. 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. Account Manager Actively engage customers regarding their product implementation and use. Monitor and act on account expirations and renewal targets and leverage relationships to achieve customer renewals. Respond to customer inquiries and resolve any unforeseen issues in a timely manner. Demonstrate flexibility and be able to shift focus between strategic management of account needs within assigned territory. Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls. Data Analyst 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 strategically support renewal efforts. Skills you will need here: 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. Compensation At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The full base pay range is $67,000.00 - $87,100.00 USD. Individual base pay will 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. Equal Employment Opportunity Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at View email address on click.appcast.io. #J-18808-Ljbffr