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/.
At Gale, a Cengage company, we deliver essential content through the power of technology to help researchers and learners to achieve their goals.
As a Gale employee, you will change the way learners connect with libraries. Together with our partners at libraries and in academic communities around the world, you will play a role in empowering people to become better at school, work and life. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.
What you will do:
This dynamic and high visibility position within our Academic Outreach & Engagement team is vital to driving customer success retention at North American colleges and universities. This position delivers on the promise of ensuring every customer derives maximum value from our digital solutions by actively managing customer relationships. The Customer Success Manager, Academic Outreach & Engagement delivers high levels of account services through building and maintaining consultative relationships with customers as well as internal partners and cross-functional teams. Although separate from the sales department, this role supports sales activities through proactive calls and activities. The team is dedicated to ensuring our academic library partners, their faculty, and their students gain value from their electronic resources through the integration of technology, marketing, training, and support into the relationship.
Proactive customer interactions include but are not limited to:
New product on-boarding and implementation ensuring customers are fully engaged and getting the value they expect
Maximizing exposure of electronic resources through web site review, marketing, promotion, and training
Creating awareness and boosting usage of Gale products
Connecting libraries to support resources including digital toolkits, direct access URLs, database icons, promotional materials, training resources, MARC records, and more.
Share creative ideas on how customers can use support resources to drive usage across their campus
Walk customers through Gale Admin where they can set up preferences, change or update authentication, and generate usage reports.
Analysis of customer usage data of online resources
Main Purpose of Job:
Ensure customer are gaining value and meeting resource goals across entire Gale product portfolio
Develop and maintain excellent collaborative partnerships with internal and external customers in an assigned territory.
Gain a comprehensive view of customers in your assigned market
Work with customers to help facilitate new product installation in its community or campus (i.e. training, website placement, tools to drive usage, etc.)
Communicate with customers post-sale to help facilitate awareness and high use of Gale products
Proactively monitor account level usage, making consultative recommendations as appropriate.
Verify and work to exceed customer expectations
Outside of technical or invoicing issues, serve as the primary support contact for customers: field customer inquiries, help diagnose the root cause of problems, and assist them in navigating the organization as needed to achieve their desired outcome.
Advocate customer needs cross-departmentally and prioritize as necessary to meet customer timelines.
Work with sales, training, and marketing to develop post-sale, account-level customer success strategies pursuing customer advocacy and the promotion of best practices.
Communicate with vested internal partners and support groups where appropriate.
Record all customer events and conversations in Strikedeck CRM ensuring effective use of internal tools.
Leverage Salesforce CRM for call preparation and to gain general knowledge of account purchases and internal interactions with Gale staff.
Partner with management providing updates, status, and support trends.
on occasion take place over weekends.
The Person
The ideal candidate will have/be:
Bachelor's Degree
Minimum of three years recent experience in relationship-based position such as sales, customer service, or project management
Ability to cultivate and maintain extensive product knowledge of a large and growing product list
Detail oriented and analytical
Thrives in a multi-tasking environment
Strong written and verbal communication skills
Strong presentation skills
Strong organizational skills with the ability to prioritize customer needs
High level of creativity and the ability to propose new, innovative solutions to customers
Connects quickly with others; strongly motivated to build long-term relationships
Ability to grasp technical concepts and capable of mastering new operating systems and digital products
Dedicated to exceeding customer expectations, anticipating needs, and focused on improving brand satisfaction.
Teammate who is highly flexible, adaptive to change, strives for superior results and constant improvement.
Proven ability to work independently using available resources to meet objectives
Takes responsibility for actions and has timely follow-up on commitments
Individuals in this position must maintain relationships within the department and with staff outside of the department. They must be effective interacting with a broad range of staff and customers at all organizational levels.
Desirable Attributes
Proven ability to drive continuous value across a portfolio of products
Understanding of customer support technologies (LibGuides, Learning Management Systems such as Canvas, D2L, Blackboard, and library discovery services and ILS) and using strategic support to meet business objectives
Broad knowledge of the digital information and/or publishing industries with a focus on academic institutions
Experience with customer engagement technologies such as Vidyard
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 Colorado state or New York City 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.
