Customer Success Account Specialist

Cengage Group Customer Success Account Specialist

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.

What You'll Do Here:

As a Customer Success Account Specialist, you have a unique opportunity to champion our customers' success! As a CSAS, you will have a direct impact on the digital onboarding experience of school districts and play a crucial role in their technology success planning and onboarding. CSAS will collaborate with internal teams and district leaders to ensure seamless communication and alignment throughout the customer journey. You will proactively engage with contacts and implement playbooks to drive subscription renewals, ensuring that our customers continue to have access to our world-class content and platforms. Oversight of sophisticated integration set-up, troubleshooting, and ongoing support, ensuring that districts have a flawless experience with our digital solutions. Through video conferences and case tickets, CSAS will connect with districts, offering support and resolving any issues. CSAS will establish trusted relationships with IT departments, serving as a dedicated resource for their technology needs and inquiries. By working with data, CSAS will analyze data to identify areas of low engagement and implement strategies to increase usage and adoption.

Skills You Will Need Here:

To excel in this role, you should possess the following qualifications:

• Understanding of and confidence with demonstrating LMS Systems and educational technology platforms- both on the admin and user side.
• High level of proficiency in Excel and working with large data sets - very technical. Problem solver.
• Demonstrated ability to prioritize customer satisfaction and successfully communicate with diverse clientele.
• Ability to communicate clearly in virtual engagements and in writing: Strong communication skills are essential for successfully communicating with customers and conveying information in a clear and concise manner.
• Flexibility and adaptability to change: You should thrive in a multifaceted environment and be able to adapt quickly to changing priorities and customer needs.
• Strong attention to detail and organizational skills: You should have a keen eye for detail and possess strong organizational skills to effectively manage multiple tasks and priorities.
• Bachelor's degree preferred with proven track record of excellent customer service experience.

Join our ambitious team at Cengage and be part of a world-class organization that is dedicated to providing exceptional experience. Apply now and be a part of our mission to shape the future of education!

Cengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com or at +1 (617) 289-7917.

Compensation: At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range. $19.00 - $25.00 USD.

Warning: Be aware, there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address.