Cengage Learning - Oklahoma City, OK
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 driving innovation and ensuring that our customers receive the highest level of service and support. You will be responsible for managing and developing a customer-centric team, fostering a culture of success, and implementing effective strategies to achieve customer retention and sales growth. Your leadership will be crucial in 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 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 achieve upsells. Cross-functional collaboration is key, as you will work with various internal and external stakeholders 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 identify areas for continuous improvement. Additionally, you will lead customer success initiatives focused on operational effectiveness and strategies to retain customers and grow sales. Your ability to build a successful culture where your team feels supported and motivated will be essential in achieving organizational goals. This position requires a results-driven mentality with a strong focus on customer satisfaction and sales growth, as well as the ability to lead change effectively and collaborate across teams.