What are the responsibilities and job description for the Customer Success Specialist - NC/SC (Remote) position at Cengage Group?
https://cengage.wd5.myworkdayjobs.com/CengageNorthAmericaCareers/job/North-Carolina-USA/Customer-Success-Specialist---NY---MA--Remote-_R2024-803
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 diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/.
What you'll do here:
The Customer Success Specialist drives customer retention and sales growth through support of customers with their digital solutions, building consultative relationships to expose customers to additional digital solutions, and collaborating with internal partners and teams to deliver customer satisfaction. This role is accountable for applying sales skills, product knowledge, and analytics to align digital solutions to current customers’ needs and meet or exceed a sales goal. You will also:
- Achieves sales target for assigned accounts to achieve customer retention and grow sales
- Provides consultative upselling and service by applying product knowledge and expertise
- Performs effective territory planning to get results
- Supports customers to enable optimal navigation of digital products and resources
- Monitors success of digital courses to enable positive customer experience
- Cultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutions
- Exceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customers
- Acts as voice of customer to inform internal stakeholders on product and experience improvements
- Performs other duties as needed to achieve organizational goals
What you'll need here:
- Minimum of 2 years of experience in relationship-based role – customer or account management
- Strong desire and commitment to learn additional skills to close on sales opportunities
- Strong communication skills, written and verbal to effectively engage customers
- Demonstrated understanding of technology and some experience with digital products
- Ability to build and maintain strong and trusting customer relationships
- Ability to analyze data and apply to get results
- Highly organized with ability to manage multiple projects and work efficiently
- Ability to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with stakeholders
- Some direct sales experience preferred
- Bachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutions
- Prefer incumbent be located within assigned territory
