Note: The job is a remote job and is open to candidates in USA. Cengage Group is a global education technology company that focuses on enhancing student learning experiences. The Customer Success Consultant will act as a strategic partner to customers, ensuring they achieve desired outcomes through effective use of Cengage technology and driving product adoption.
Responsibilities
- Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle
- Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers
- Develop and implement tailored success plans that align with customer goals and increase product usage
- Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data
- Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes
- Conduct regular health checks to assess value realization and identify opportunities for growth
- Analyze customer data to uncover risks, renewal challenges, and upsell opportunities
Skills
- Proven ability to quickly learn and master new systems and applications
- Excellent communication and presentation skills
- Strong analytical skills with the ability to translate data into actionable insights
- Ability to explain technical concepts in a clear, business-friendly manner
- Skilled at managing and prioritizing multiple customer needs simultaneously
- Bachelor's degree preferred
- 5+ years of experience in a Sales or Customer Success role
- Experience in Educational Technology or Higher Education
- Familiarity with the Higher Education landscape, including Learning Management Systems (LMS)
- Requirement to travel between 20-30% by both air and car
Benefits
- 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.
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