Cengage Learning - Hartford, CT
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 with the skills and support necessary to meet our customers' needs effectively. Your primary focus will be on team management and development, where you will implement strategies to create a successful and engaged team. This includes setting clear performance expectations, providing ongoing coaching, and facilitating talent development opportunities. You will also be tasked with achieving customer retention and sales goals by implementing campaign strategies and tracking team activities to ensure accountability and success. In addition to managing your team, you will oversee customer relationship management, ensuring effective communication and collaboration with customers. You will partner with your team to understand customer needs and provide strategic guidance to retain customers and drive upsells. Cross-functional collaboration will be essential, as you will work with various internal and external stakeholders to address customer needs and drive product enhancements. Performance measurement and reporting will be a key aspect of your role, as you will leverage key metrics to assess team performance and customer outcomes. You will regularly analyze and report on customer success metrics, providing insights and recommendations for continuous improvement. Furthermore, you will lead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and improving customer retention strategies. Overall, this position requires a results-driven mentality with a strong focus on customer satisfaction and sales growth, as well as the ability to build a supportive and motivated team culture. You will be instrumental in driving the success of Cengage Group's mission to empower learners through quality educational resources and solutions.