Cengage Learning - Wilmington, DE
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 through effective team management and strategic initiatives. Your primary responsibility will be to lead a customer-centric team, fostering a culture that prioritizes customer success and engagement. You will implement change management strategies to prepare your team for new initiatives, ensuring clear communication and instilling confidence among team members. Setting clear performance expectations and providing ongoing coaching and support will be essential to your role, as will engaging in talent development opportunities to promote a culture of continuous learning and skills growth. In addition to team management, you will be responsible for achieving customer retention and sales goals. This will involve implementing campaign strategies, tracking team activities, and proactively addressing at-risk adoptions. You will oversee customer relationships, ensuring effective communication and collaboration to understand customer needs and challenges. By providing strategic guidance and support, you will work to retain customers and drive upsells and conversions. Collaboration will be key in this role, as you will work closely with 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 leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to identify areas for continuous improvement. You will also lead customer success initiatives aimed at achieving organizational objectives, such as operational effectiveness and optimizing team performance. Your ability to perform other duties as needed to achieve these goals will be essential in this dynamic role.