Customer Success Manager - Higher Education - Minnesota

Cengage Learning Minneapolis , MN 55415

Posted 2 weeks ago

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Do you dare to reinvent the future of education?

At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals.

As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right for you?

We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.

The Customer Success Manager role is a leadership position in field sales districts. The Customer Success Manager is responsible for servicing, renewing, and growing large adoptions of digital learning products across the Cengage Higher Education portfolio. The Customer Success Manager focuses on driving engagement with and effective usage of digital products by providing post-sales implementation support and training, ensuring consistent and high-quality customer support, monitoring digital product usage, and developing / implementing strategies to increase usage.

What You'll Do Here:

Provide pre sale support for digital product sales, with a central focus on driving large digital adoptions

  • Develop and maintain relationships with IT decision makers and administrators at key digital accounts in assigned district

  • Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products

  • Partner with Learning Consultants in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support

  • Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program

  • Coordinate with Key Accounts Managers to develop digital product account development strategies at large accounts in the assigned district

  • Proactively engage with existing customers to drive retention of large digital adoptions

Provide digital training and product implementation support at large digital adoptions

  • Partner with customers' IT administrators and digital learning specialists to ensure smooth implementation of digital solutions

  • Provide virtual and in-person product training for faculty and other key users (eg TAs) at large adoptions

  • Coordinate and deliver First Class In-Service at start of each term for large digital adoptions

  • Provide weekly post-sale training and implementation updates to appropriate Learning Consultants and Digital Solutions Coordinators

  • Collaborate with other divisional CSMs to plan and conduct Digital Implementation workshops to connect successful users of our digital products and build a concrete peer-support network

  • Coordinate with Learning Consultants, Digital Solutions Coordinators, and others to ensure complete customer service for large digital adoptions

  • Take intervention action as necessary to improve of customer service experience

Monitor usage of digital products and design & implement usage growth strategies at large digital adoptions

  • Work with data & analytics provided by Sales Operations to monitor digital product usage at large adoptions

  • Proactively identify at-risk adoptions due to digital usage issues

  • Gather feedback from customers, Learning Consultants, Digital Solutions Coordinators, and other internal stakeholders to identify barriers to usage

  • Develop strategies to increase usage and work with internal stakeholders and customers to implement those strategies

Gather customer feedback and market intelligence and share with internal Product and Sales teams to help improve customer experience and outcomes from our digital solutions

  • Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement

  • Ensure the transfer of product knowledge to the Field sales teams by working with Learning Consultants and conducting selected joint customers calls

  • Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development

  • Provide product market feedback to in house teams on a bi-weekly basis

  • Work with in-house teams to identify targets for digital pilots

Support digital product training for field sales team through virtual and in-person trainings

Skills You Will Need Here:

  • BA or BS degree

  • Flexibility and adaptability to change

  • 3-5 years of successful direct sales, marketing or editorial experience

  • Demonstrated understanding of and comfort with computer based technology

  • Effective oral and written communication skills

  • Strong training / presentation skills

  • Ability to communicate clearly in virtual and in-person settings

  • Evidence of strong customer orientation and ability to form and build effective customer relationships

  • Ability to travel overnight; must be able to travel by both auto and air

Preferred

  • Experience in Higher Education sales

  • Experience in the use and implementation of digital learning products in higher education settings

  • Familiarity with Learning Management Systems (LMS) and other instructional technology highly desired

  • Experience delivering digital product training educational settings; higher education experience highly desired

  • Ability to work effectively in a group and reach decisions by consensus.

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Customer Success Manager - Higher Education - Minnesota

Cengage Learning