Customer Success Consultant

Summary

Cengage is a global education technology company that provides digital products and services for learners. The Customer Success Consultant builds relationships with key accounts, supports implementation and adoption, manages customer retention and renewals, and collaborates with internal teams to address customer needs and improve account health.

Responsibilities

• 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

Skills

• * 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
• * Demonstrate flexibility and be able to shift focus between to strategically manage account needs within assigned territory
• * 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

Qualifications

Must Haves

• * 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
• * Demonstrate flexibility and be able to shift focus between to strategically manage account needs within assigned territory
• * 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

Benefits

• Eligible to participate in the company’s variable Sales incentive compensation program.
• Target Variable Compensation: 35,000.00 USD Annual: Individual Target. Actual incentive earnings are not guaranteed and may be more or less than the target amount based on achievement of performance goals and the terms of the applicable incentive compensation plan.