Manager, Customer Success, Central (Remote)

Cengage Group

5d•Remote

About The Position

We believe in the power and joy of learning 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. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/ What you'll do here: Team management and development: Staffs and drives a successful culture and customer-centric team. Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team. Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members. Engages sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development. Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies. Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration. Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions. Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met. Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements. Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track. Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals. Builds mitigation plans where needed. Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales. Performs other duties as needed to achieve organizational goals

Requirements

Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degree
Prior leadership experience leading initiatives, projects, or teams and implementing effectively
Results-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectives
Ability to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievement
Record of leading change effectively
Experience with eLearning and online homework digital solutions/platforms highly preferred
Experience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems
Strong communication skills, written and verbal to effectively lead teams and engage customers
Ability to collaborate and influence cross-functional teams
Analytical skills to measure and report on team performance and customer success metrics

Nice To Haves

Experience with eLearning and online homework digital solutions/platforms highly preferred

Responsibilities

Team management and development: Staffs and drives a successful culture and customer-centric team.
Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team.
Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members.
Engages sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development.
Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.
Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration.
Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.
Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met.
Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.
Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track.
Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals.
Builds mitigation plans where needed.
Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.
Performs other duties as needed to achieve organizational goals