Customer Success Account Specialist

Cengage Group; Hagåtña Municipality (GU); Remote; Full time

Job summary

A leading education technology company is seeking a Customer Success Account Specialist to enhance the digital onboarding experience for school districts. The role requires understanding of LMS systems, a high proficiency in Excel, and excellent customer service skills. This position offers a competitive salary and the opportunity to impact educational experiences globally.

Qualifications

• Understanding of educational technology platforms on both admin and user side.
• Proficient in managing large data sets and problem solving.
• Demonstrated ability to build strong customer relationships.

Responsibilities

• Champion customers' success and ensure seamless digital onboarding.
• Engage proactively with contacts and drive subscription renewals.
• Analyze data to identify low engagement areas and increase usage.

Skills

Understanding of LMS Systems

High proficiency in Excel

Customer relationship management

Strong communication skills

Flexibility and adaptability

Attention to detail

Education

Bachelor’s degree preferred

Job description

Overview

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 inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive 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 programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see the inclusion and belonging information.

Responsibilities

What You\'ll Do Here: As a Customer Success Account Specialist, you have a unique opportunity to champion our customers\' success. You will have a direct impact on the digital onboarding experience of school districts and play a crucial role in their technology success planning and onboarding.

Collaborate with internal teams and district leaders to ensure seamless communication and alignment throughout the customer journey. Proactively engage with contacts and implement playbooks to drive subscription renewals, ensuring customers continue to have access to our world-class content and platforms. Oversee sophisticated integration set-up, troubleshooting, and ongoing support, ensuring districts have a flawless experience with our digital solutions.

Through video conferences and case tickets, connect with districts, offer support and resolve issues. Establish trusted relationships with IT departments, serving as a dedicated resource for their technology needs and inquiries. By working with data, analyze data to identify areas of low engagement and implement strategies to increase usage and adoption.

Qualifications

Skills you will need here:

• Understanding of and confidence with demonstrating LMS Systems and educational technology platforms—both on the admin and user side.
• High level of proficiency in Excel and working with large data sets; very technical. Problem solver.
• Demonstrated ability to prioritize customer satisfaction and successfully communicate with diverse clientele. Build strong customer relationships and foster trust and rapport.
• Ability to communicate clearly in virtual engagements and in writing; strong communication skills are essential.
• Flexibility and adaptability to change; thrive in a multifaceted environment and adapt quickly to changing priorities and customer needs.
• Strong attention to detail and organizational skills; manage multiple tasks and priorities.
• Bachelor’s degree preferred with proven track record of excellent customer service experience.

Join our ambitious team at Cengage and be part of a world-class organization dedicated to providing exceptional experiences. Apply now and be part of our mission to shape the future of education!

About and Compliance

Cengage Group\'s Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. We deliver quality, easy-to-use course materials and digital platforms such as MindTap and WebAssign.

Cengage Group is committed to working with broad talent pools to attract and hire strong and qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable laws. We provide reasonable accommodations for qualified individuals with disabilities during the job application process. If you require accommodations, please contact [e-mail] or [phone].

Compensation

Base pay range: $19.00 - $25.00 USD. Individual base pay varies by schedule, qualifications, experience, internal equity, and location. Sales roles may include incentive compensation beyond the base pay range.

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide, with MindTap and Cengage Unlimited as scalable technologies.

Warning Be aware of targeted recruitment scams impersonating Cengage Group. Cengage will interview candidates via live in-person meetings, phone calls, and video calls before an offer is extended. Ensure communications come from an @cengage.com email address.