Customer Success Consultant

Cengage Group • OH

95d • $67,000 - $87,100

About The Position

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. 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.

Requirements

• 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.

Responsibilities

• Develop strong product knowledge and align product implementation to customer’s goals and outcomes.
• 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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees