Cengage Learning - New York, NY
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 designed for a leader who is passionate about driving innovation in education and has a strong commitment to customer success. You will be responsible for managing and developing a customer-centric team, ensuring that they are equipped with the skills and support necessary to meet performance expectations and achieve customer retention and sales goals. Your leadership will be crucial in fostering a culture of continual learning and development within your team, as well as in implementing effective change management strategies. In this role, you will oversee customer relationship management, ensuring effective communication and collaboration with customers. You will partner with your team to understand customer needs and challenges, providing strategic guidance to retain customers and drive upsells. Cross-functional collaboration will be key, as you will work closely with sales, marketing, product teams, and external partners to address customer needs and implement solutions that enhance customer satisfaction. You will also be responsible for measuring team performance and customer outcomes, using key metrics to analyze and report on success, and making recommendations for continuous improvement. Additionally, you will lead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and improving operational effectiveness. Your ability to engage with various stakeholders and provide insights from customers will be essential in driving product enhancements and marketing initiatives. This position requires a results-driven mentality, strong analytical skills, and a commitment to building a supportive and motivated team culture that focuses on achieving goals and objectives.