Cengage Learning - Denver, CO
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 based in Denver, Colorado, is designed for a leader who is passionate about driving customer success and fostering a culture of continuous improvement within their team. You will be responsible for managing and developing a customer-centric team, ensuring that they are equipped with the skills and support necessary to meet performance expectations and achieve customer retention and sales goals. Your role will involve implementing effective change management strategies, preparing your team for transitions, and maintaining clear communication to instill confidence. You will oversee customer relationships, ensuring effective collaboration and understanding of customer needs, challenges, and goals. By partnering with your team, you will provide strategic guidance to retain customers and drive upsells and conversions. Collaboration is key in this role, as you will work closely with various internal and external stakeholders, including sales, marketing, and product teams, to enhance customer experiences and address any gaps in service. You will leverage key performance metrics to measure team success 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 enhancing operational effectiveness. Your leadership will be crucial in creating a supportive and motivated team environment focused on skills development and goal achievement.