Cengage Learning - Jackson, MS
posted 3 months ago
As the Manager of Customer Success for the West region at Cengage Group, you will play a pivotal role in driving customer satisfaction and retention while leading a dedicated team. Your primary responsibility will be to foster a customer-centric culture within your team, ensuring that each member is equipped with the skills and support necessary to meet performance expectations. You will implement change effectively by preparing your team, communicating clearly, and instilling confidence in their abilities. This role requires you to engage in talent development opportunities, promoting a culture of continuous learning and growth. In addition to team management, you will be responsible for achieving customer retention and sales goals. This involves implementing strategic campaign strategies, tracking team activities, and proactively addressing at-risk adoptions. You will oversee customer relationships, ensuring effective communication and collaboration to understand their needs and challenges. By providing strategic guidance, you will help retain customers and drive upsells and conversions. Collaboration is key in this role, as you will work closely with various internal and external partners, including sales, marketing, and product teams. Your insights and feedback will be crucial in driving product enhancements and improving customer support. You will also leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on success metrics to identify areas for improvement. As a leader, you will spearhead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and enhancing operational effectiveness. Your ability to lead projects and initiatives will be essential in retaining customers and growing sales. Overall, this position is integral to Cengage Group's mission of empowering learners and driving innovation in education.