Customer Success Specialist - CA (Remote)

$44,200 - $71,760/Yr

Education To Go

Full-time - Mid Level

Remote

Educational Services

About the position

The Customer Success Specialist at Cengage Group is responsible for driving customer retention and sales growth by supporting customers with their digital solutions. This role involves building consultative relationships, applying sales skills, and collaborating with internal teams to ensure customer satisfaction. The specialist will monitor the success of digital courses, provide upselling services, and act as the voice of the customer to inform product improvements.

Responsibilities

• 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

Requirements

• 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

Nice-to-haves

• Experience in a higher education environment
• Familiarity with digital solutions and educational technology

Benefits

• Comprehensive Total Rewards package
• Support for employee development and learning
• Inclusive workplace culture
• Diversity and inclusion initiatives