Cengage Learning - Chicago, IL
posted 5 months ago
The Customer Success Specialist at Cengage Group plays a pivotal role in driving customer retention and sales growth by providing exceptional support to customers utilizing digital solutions. This position is centered around building consultative relationships with customers, which allows for the identification of additional digital solutions that can enhance their experience. The specialist collaborates closely with internal partners and teams to ensure customer satisfaction and is accountable for leveraging sales skills, product knowledge, and analytics to align digital solutions with the needs of current customers, ultimately aiming to meet or exceed sales goals. In this role, you will be responsible for achieving sales targets for assigned accounts, which is crucial for customer retention and sales growth. You will provide consultative upselling and service by applying your product knowledge and expertise effectively. Effective territory planning will be essential to achieve desired results, and you will support customers in navigating digital products and resources optimally. Monitoring the success of digital courses will enable you to foster a positive customer experience, while cultivating strong relationships will ensure customer satisfaction and drive success through effective problem-solving and solution offerings. Your role will also involve exceeding customer expectations by prioritizing their needs and focusing on the retention and renewal of customers. Acting as the voice of the customer, you will inform internal stakeholders about necessary product and experience improvements. Additionally, you will perform other duties as needed to achieve organizational goals, contributing to the overall success of Cengage Group in supporting learning and student success.