Cengage Learning - Huntsville, AL
posted 3 months ago
At Cengage Group, we believe in the power and joy of learning, and as the Manager of Customer Success for the West region, you will play a pivotal role in helping students around the world discover this power. This remote position is centered around driving innovation that enhances the educational experience for millions of learners. You will be responsible for fostering a customer-centric culture within your team, ensuring that every member is equipped to meet the needs of our customers effectively. Your leadership will be crucial in setting clear performance expectations, providing ongoing coaching, and developing your team members to achieve their full potential. In this role, you will implement campaign strategies aimed at achieving customer retention and sales growth goals. This involves strategic territory planning, tracking team activities, and proactively addressing at-risk adoptions. You will oversee customer relationships, ensuring effective communication and collaboration, and partner with your team to understand customer needs and challenges. Your strategic guidance will be essential in retaining customers and achieving upsells and conversions. Collaboration is key in this position, as you will work closely with various internal and external stakeholders, including sales, marketing, and product teams. Your insights will help drive product enhancements and improve customer support. You will also leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to identify areas for continuous improvement. Additionally, you will lead customer success initiatives focused on operational effectiveness and optimizing team performance. Your ability to build a supportive and motivated team culture will be vital in achieving organizational objectives and ensuring that your team is aligned with the company’s mission to empower learners through education.