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 Sales Support Specialist - Digital, is a sales support person, responsible for helping with existing customer relationships and providing high level support as needed to assist Customer Success Managers (CSM) at select institutions across multiple time zones in the United States. If you want to be part of a high-energy team and are an organized individual that can juggle multiple projects while providing top-notch service to your customers and your team, then this is an opportunity for you!
What you'll do:
Assist CSM team with assigned internal requests and support the daily operations needed to enable the success of the selling effort.
Pull reports as needed from the CRM and other internal systems to help with opportunity/territory analysis
Exhibit proficient use of technology communication tools
Basic troubleshooting of reported customer technical issues
Tracking and creation of technical support tickets and providing corresponding updates to customer
Use administrative tools to assist in the analysis of technical issues reported by customers to share with CSM team
Obtain Root Cause Analysis for major technical outages and translate into customer facing documentation.
Create and manage Course Pages for accounts, showcasing training and technical support resources
Create and manage demo courses in Cengage platforms/Learning Management Systems for CSM team
Provide limited coverage for open CSM territories as needed to ensure the success of the territory
Communicate and coordinate effectively as required with sales personnel
Manage existing Enterprise licenses to ensure they are extended, as needed
Other duties as assigned by management
Skills You Will Need Here:
Bachelor's or associate degree from an accredited university or college
Demonstrated experience managing business needs and planning
Exceptional written and verbal communication skills
Strong problem-solving skills with the ability to communicate next steps clearly
Experience working with digital products/applications
Highly flexible and adaptable to change
Distinguished interpersonal skills, coupled with high level collaboration
Proven ability to independently balance multiple tasks and priorities
Familiarity with Learning Management Systems preferred
Minimum of two years of successful sales, technical, support, customer service, or relevant experience preferred
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 (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) 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 Colorado state resident, please email jobpostinginquiries@cengage.com to receive compensation information for this role. Please 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.
