Inside Client Success Manager (Remote)

Summary

Cengage is a global education technology company providing digital products and services that help learners develop skills and achieve their goals. The Inside Client Success Manager manages assigned accounts, builds customer relationships, drives adoption and renewals, and achieves growth targets through consultative engagement and account management.

Responsibilities

• Handle the assigned accounts to consistently perform at or above quota
• Build relationships with new customers, including management and executive collaborators, and understand their objectives
• Develop a strategy and plan for achieving customer objectives from a consultative approach
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics
• Consistently collaborate with clients to ensure continuous successful integration of Infosec’s products and enhance added benefits over the duration of the subscription
• Undertake scheduled business appraisals with customers to verify delight, address technical obstacles, and boost product uptake
• Maintain outstanding administration of your accounts
• Stay current on company and industry product knowledge
• Responsible for client renewals and incremental growth goals through cross-sell, add-on, and upgrade sales to existing customers
• Manage pipeline to deliver results against monthly, quarterly, and yearly forecast objectives and track sales activities in Salesforce.com and Gainsight
• Embody the Cengage Credo by demonstrating our ethos
• Perform other duties as needed to achieve Infosec goals

Skills

• Ability to build rapport through phone calls, email, and video conferencing
• Demonstrated ability to communicate, present, and influence credibly and effectively
• Proven ability to manage multiple projects at a time while paying strict attention to detail and prioritization
• Excellent listening and negotiation skills; critical thinking and problem-solving skills
• Confident self-starter, highly motivated, and able to excel in a high-performance setting
• Natural relationship builder with integrity, reliability, and maturity
• Ability to prioritize among competing tasks

Qualifications

Must Haves

• Ability to build rapport through phone calls, email, and video conferencing
• Demonstrated ability to communicate, present, and influence credibly and effectively
• Proven ability to manage multiple projects at a time while paying strict attention to detail and prioritization
• Excellent listening and negotiation skills; critical thinking and problem-solving skills
• Confident self-starter, highly motivated, and able to excel in a high-performance setting
• Natural relationship builder with integrity, reliability, and maturity
• Ability to prioritize among competing tasks

Benefits

• Eligible to participate in the company’s variable Sales incentive compensation program.
• Target Variable Compensation: 14,600.00 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.