Cengage Learning - Jacksonville, FL
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 based in Jacksonville, Florida, is designed for a leader who can drive innovation and foster a culture of customer-centricity within the team. 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 build a culture of continual learning and skills 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 at-risk adoptions to ensure that we meet our objectives. Building and maintaining strong customer relationships is crucial; you will oversee communication and collaboration with customers, understanding their needs and challenges, and providing strategic guidance to retain them and achieve upsells. Collaboration is key in this role, as you will work closely with various internal and external partners, including sales, marketing, and product teams, to ensure that customer needs are met and to drive product enhancements based on customer feedback. You will leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on these metrics to identify areas for improvement. In addition to these responsibilities, you will lead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and improving operational effectiveness. This role requires a proactive approach to problem-solving and a commitment to achieving organizational goals through effective team management and customer engagement.