Cengage Learning Minneapolis , MN 55415
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
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.