We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Our culture values diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/.
The Regional Customer Success Manager (RCSM) role is a leadership position in inside sales. The Regional Customer Success Manager will primarily be responsible for servicing, renewing, and growing large adoptions of digital learning products across the Cengage Higher Education portfolio and across a full region and at select key accounts. The Customer Success Manager will focus on driving engagement with and effective usage of digital products by providing post-sales implementation support and training, ensuring consistent and high-quality customer support, monitoring digital product usage, and developing / implementing strategies to increase usage.
What you'll do:
Provide pre sale support for digital product sales, with a central focus on driving large digital adoptions
Develop and maintain relationships with IT decision makers and administrators at key digital accounts in assigned district
Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products
Partner with Learning Consultants across a region in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support for named key accounts across the region
Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program
Coordinate with Key Accounts Managers to develop digital product account development strategies at large accounts in the assigned district
Proactively engage with existing customers to drive retention of large digital adoptions
Provide digital training and product implementation support at large digital adoptions
Partner with customers' IT administrators and digital learning specialists to ensure smooth implementation of digital solutions
Provide virtual and in-person product training for faculty and other key users (eg TAs) at large adoptions
Coordinate and deliver First Class In-Service at start of each term for large digital adoptions across the named accounts
Provide weekly post-sale training and implementation updates to appropriate Learning Consultants and Digital Solutions Coordinators
Collaborate with other divisional and district based CSMs to plan and conduct Digital Implementation workshops to connect successful users of our digital products and build a concrete peer-support network
Coordinate with Learning Consultants, Digital Solutions Coordinators, and others to ensure complete customer service for large digital adoptions
Take intervention action as necessary to improve of customer service experience
Monitor usage of digital products and design & implement usage growth strategies at large digital adoptions within named key accounts across the region
Work with data & analytics provided by Sales Operations to monitor digital product usage at large adoptions
Proactively identify at-risk adoptions due to digital usage issues
Gather feedback from customers, Learning Consultants, Digital Solutions Coordinators, and other internal stakeholders to identify barriers to usage
Develop strategies to increase usage and work with internal stakeholders and customers to implement those strategies
Gather customer feedback and market intelligence and share with internal Product and Sales teams to help improve customer experience and outcomes from our digital solutions
Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement
Ensure the transfer of product knowledge to the Field sales teams by working with Learning Consultants and conducting selected joint customers calls
Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development
Provide product market feedback to in house teams on a bi-weekly basis
Work with in-house teams to identify targets for digital pilots
Support digital product training for field sales team through virtual and in-person trainings
Skills You Will Need Here:
Basic (Required)
BA-BS or equivalent work experience
Flexibility and adaptability to change
3-5 years of successful direct sales, marketing or editorial experience
Demonstrated understanding of computer based technology
Effective oral and written communication skills
Strong training / presentation skills
Ability to communicate clearly in virtual and in-person settings
Evidence of strong customer orientation and ability to form and build effective customer relationships
Ability to travel overnight; must be able to travel by both auto and air
Preferred
Experience in Higher Education sales
Experience in the use and implementation of digital learning products in higher education settings
Familiarity with Learning Management Systems (LMS) and other instructional technology highly desired
Experience delivering digital product training educational settings; higher education experience highly desired
Ability to work effectively in a group and reach decisions by consensus.
Proficiency in Spanish is a plus
Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage's EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by visiting their corresponding links.
Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.
If you are a CO State, NY State, WA State, or Jersey City, NJ resident, please email jobpostinginquiries@cengage.com to receive compensation information for this role. Be sure to include this posting's job ID in the subject line of the email to help ensure a timely response.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
