Cengage Learning - New Orleans, LA
posted 3 months ago
At Cengage Group, the Manager of Customer Success for the West region plays a pivotal role in driving customer satisfaction and retention through effective team management and strategic initiatives. This position is remote and focuses on fostering a customer-centric culture within the team. The manager is responsible for staffing and developing a successful team that is aligned with the company's goals. This includes setting clear performance expectations, providing ongoing coaching, and facilitating talent development opportunities to ensure continuous learning and growth among team members. The manager will implement campaign strategies to achieve customer retention and sales growth goals. This involves strategic territory planning, tracking team activities, and proactively addressing at-risk adoptions. The role requires overseeing customer relationships, ensuring effective communication, and collaborating with team members to understand customer needs and challenges. The manager will provide strategic guidance to retain customers and drive upsells and conversions. Collaboration is key in this role, as the manager will work with various internal and external partners, including sales, marketing, and product teams, to enhance customer service and address any gaps in service delivery. The manager will leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to identify areas for improvement. Additionally, the manager will lead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and improving operational effectiveness. This role is essential in ensuring that Cengage Group continues to deliver quality educational solutions that empower learners and support their success.