Cengage Learning - Anchorage, AK
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 discover this power. This remote position is centered around fostering a customer-centric culture within your team, ensuring that our customers receive the highest level of service and support. You will be responsible for staffing and developing a successful team that is focused on customer satisfaction and retention. This involves setting clear performance expectations, providing ongoing coaching, and engaging in talent development opportunities to promote a culture of continuous learning and growth. Your role will also involve implementing campaign strategies to achieve customer retention and sales growth goals. You will track team activities, product usage, and proactively address any at-risk adoptions. Building and maintaining strong customer relationships is crucial; you will oversee communication and collaboration with customers to understand their needs and challenges, providing strategic guidance to ensure their success 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 will help drive product enhancements and improve customer support. You will leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on these metrics to identify areas for improvement. Additionally, you will lead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and enhancing customer retention strategies. In summary, this position is not just about managing a team; it’s about leading a culture of success that empowers both your team and our customers to thrive in their educational journeys.