Customer Success Consultant

At Cengage Group, our employees have a direct impact in helping students 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.

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.

The customer success consultant will build relationships in key accounts to ensure they are supported throughout the customer journey. They will support account retention to increase revenue. The customer success specialist will collaborate with internal departments to support top accounts in their assigned territories. They will work closely with the customers and sales representatives to understand customer goals, needs, and best ways to support the account.

• 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.

At National Geographic Learning, a part of Cengage Group, we are enabling opportunity, powering progress, and supporting student journeys toward college and career. Using our digital learning programs and classroom learning resources, students experience the excitement and joy of learning that National Geographic explorers, scientists, writers, and photographers experience.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other 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 [email protected] or at +1 (617) 289-7917.

Cengage Group, 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 MindTap 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. Click here 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.