Customer Success Consultant - Hybrid in FL

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/

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 the United States. They will work closely with the customer and sales representatives to understand customer goals, needs, and best ways to support the account.

What you'll do here:

Consultant

• Ability to work as a consultant, project manager, account manager, and data analyst.

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

• Ability to 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.

Project Manager

• 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.

• Assist and support sales, marketing, and product teams in handling customer requests and needs in a timely manner.

Account Manager

• 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 designated and pooled accounts.

• Use appropriate communication methods to engage customers – meetings, webinars, videos, emails, and phone calls.

Data Analyst

• 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.

• Create and maintain Pendo guides, surveys, and reports for analysis and customer support.

• Work closely with team to position pilots for successful future adoptions.

Skills you will need here:

• Bachelor’s degree preferred

• 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.

At National Geographic Learning, a part of Cengage Group, we are enabling opportunity, powering progress, and supporting student journeys toward college and career. Using our digital learning programs and classroom learning resources, students experience the excitement and joy of lear