Cengage Learning - Burlington, VT
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, driving customer retention, and achieving sales goals. You will be responsible for staffing and developing a successful team that is focused on customer satisfaction and sales growth. 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. In this role, you will implement campaign strategies to achieve customer retention and sales growth goals. This includes strategic territory planning, tracking team activity, and proactively addressing at-risk adoptions. You will oversee and cultivate customer relationships, ensuring effective communication and collaboration, while partnering with your team to understand customer needs and provide strategic guidance to retain customers and achieve upsells. Collaboration is key in this position, as you will work with various internal and external partners, including sales, marketing, and product teams, to address customer needs and drive product enhancements. You will leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to provide insights for continuous improvement. Additionally, you will lead customer success initiatives focused on operational effectiveness and strategies to retain customers and grow sales. Your role will also involve performing other duties as needed to achieve organizational goals, ensuring that you contribute to the overall success of Cengage Group and its mission to empower learners through education.