Customer Success Specialist (Temporary)

Cengage Group•Puerto Rico, TX

20h•$34 - $45

About The Position

As a Customer Success Specialist (Temporary), you will manage and grow strategic accounts, serving as a trusted advisor to educators and institutional partners. You will drive client satisfaction, retention, and adoption of our digital learning solutions through both post-sale engagement, including onboarding, training, and ongoing support. Acting as the primary point of contact, you will collaborate cross-functionally to ensure seamless delivery and a strong customer experience. You will also leverage customer health metrics and proactive strategies to increase engagement, reduce churn, and support scalable success.

Requirements

Educated to graduate level or equivalent relevant work experience.
B2+ Proficient in English (spoken and written)
Proven experience in training, customer support, or solutions-based roles, ideally within EdTech, SaaS, or publishing industries.
Strong understanding of digital learning tools within academic libraries, higher education or ELT landscape is highly desirable.
Excellent presentation and public speaking skills, with experience delivering both virtual and in-person training.
Demonstrated ability to absorb and maintain extensive product knowledge across a diverse portfolio.
Proficiency with Microsoft Office 365, Salesforce (or similar CRM), Learning Management Systems (LMS), data visualization tools, and video capture software.
Strong customer orientation with a track record of delivering high-quality service and building effective relationships.
Excellent problem-solving, communication, and collaboration skills.
Familiarity with data integration and customer onboarding workflows.
Demonstrated integrity, empathy, and a commitment to customer satisfaction.

Responsibilities

Deliver post-sale digital training and engagement support to academic customers.
Plan and conduct onboarding and implementation sessions—both onsite and remotely—for educators, librarians, and students.
Use global and regional onboarding tools and documentation to support customer needs.
Deliver onboarding and training sessions to ensure customers can effectively use Cengage digital products.
Maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.
Develop and maintain positive relationships with customers to ensure their success and happiness with Cengage products and services.
Conduct regular check-ins with customers to understand their needs, provide support, and identify opportunities for growth.
Collaborate with cross-functional teams to ensure a seamless customer experience from onboarding to ongoing support.
Analyze customer feedback and data to determine areas for improvement and develop strategies to improve customer happiness.
Monitor customer usage and engagement with our products and provide insights to internal teams to drive product improvements.
Improve the value of our products and services through training and resources offered to customers.
Manage customer issues and work with internal teams to resolve them promptly and effectively.
Track and report on key customer success metrics to measure the impact of your efforts and identify areas for improvement.
Support strategic adoption of Cengage resources through proactive customer engagement.
Monitor customer success metrics and develop action plans to increase product usage and reduce churn.
Collect and act on customer feedback to improve satisfaction and engagement.
Provide timely and effective support as a key point of contact for customer inquiries.
Promote digital platforms through training, events, and ongoing engagement initiatives.
Collaborate with Sales, Marketing, Product, and Technical Support teams to ensure a seamless and impactful customer experience.
Support sales teams by monitoring usage trends and assisting with renewals.
Provide feedback to internal teams to improve customer experience and inform product development.
Track and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities.
Maintain accurate records of customer interactions and training activities in Salesforce.
Provide regular updates and analysis on customer activity and feedback to internal partners.