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.
What You'll Do Here:
This dynamic and highly visible position within our Engagement Services department is vital to driving customer retention and satisfaction at our highest level accounts. This position delivers on the promise of industry-leading support services ensuring every customer derives maximum value from our digital solutions. The Implementation & Training Consultant is responsible for the development and delivery of innovative, interactive training and educational experiences for consortia and strategic accounts. This position is also responsible for building relationships with strategic accounts and primarily state libraries: library development staff below the State Librarian, data coordinators and key service staff in order to develop trust and leadership with the account. Although separate from the sales department, this role supports sales activities through proactive calls and identifying additional customer needs that could lead to sales opportunities and / or increased retention.
Develop instructional specifications using learning and instructional theory, to ensure the quality of synchronous and asynchronous instruction
Facilitate customer education sessions aimed at increasing product usage through instruction and practical application linked to customer and end-user needs
Develop education plans in partnership with state library and strategic accounts
Construct training reports for consortia accounts and analyze usage quarterly at accounts in assigned territory; proactively offer and develop ad hoc education solutions where customer product usage is low
Lead or co-chair key state level initiatives
Coordinate the development and facilitation of Library Professional Development sessions, as requested. These sessions will consist of day or full day instruction which will include lecture and interactive exercises designed to meet established key customized learning objectives
Maximize exposure of electronic resources through promotion and marketing and develop monthly online training newsletter/tips to update customers and staff on educational trend, product tips and end-user training aids
Promote the Gale brand
RFP support: maintaining a customer reference pool, finding success stories and competitive information gathering
Continuous independent and formal study to update and upgrade skills and product knowledge
Meet or exceed the productivity, quality, and renewal revenue metrics set for the assigned territory
Record all customer activities in company CRM
Manage travel and expense budget for territory
Skills You Will Need Here:
Bachelor's Degree preferably in Instructional Design, Education Technology, Instructional Technology, or Library Science
Minimum 3 years of product or other training/ instructional experience
Specific experience in facilitating or developing learning programs for virtual or live classroom
Experience working in a team environment and with influencers across the organization; connecting quickly with others
Thrives in multi-tasking environment
Customer focus to deliberately and consistently maximize the customer experience and focused on improving brand satisfaction
Strong presentation skills
Skilled at uncovering customer needs through consultative customer dialogue
A passion for the business that comes through in the way you interact with customers, talk about our products & services and freely share your expertise
The ability to travel extensively (75%) and manage a travel budget within set guidelines
Proven ability to be self-directed, proactive, innovative and results oriented
Impeccable written and verbal communication skills
Aptitude to work with new and emerging technologies and new ways to engage customers
A track record of responding to an evolving customer experience
Fluent in Spanish