Customer Success Consultant

Consultant

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 each step of 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.

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 to strategically manage account needs within assigned territory.

Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.

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.

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.

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide.

Through our scalable technology, including Mind Tap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

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.  to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. 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.

$67,000.00 - $87,100.00 USD