Customer Success Consultant

Cengage Group; Manchester (NH); On-site; USD 67,000 - 87,000; Full time

Job summary

Cengage Group is seeking a Customer Success Consultant to act as a trusted advisor for customers in Mississippi and Tennessee. You will drive adoption of Cengage technology, help customers reach outcomes, and identify growth opportunities.

The role emphasizes relationship-building, tailored success plans, proactive training, and proactive advocacy during issue resolutions, with travel between 20-30% by air and car.

Qualifications

• Proven ability to quickly learn and master new systems and applications.
• Excellent communication and presentation skills.
• Strong analytical skills with the ability to translate data into actionable insights.
• Ability to explain technical concepts in a clear, business-friendly manner.
• Skilled at managing and prioritizing multiple customer needs simultaneously.

Responsibilities

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Skills

Quick learner

Communication skills

Analytical skills

Explain tech concepts

Multitasking

Education

Bachelor's degree preferred

5+ years in Sales or Customer Success

Experience in EdTech or Higher Education

Familiarity with LMS

Job description

Mississippi, USA

United States

Memphis, TN, USA

Tennessee, USA

Full time

We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping learners 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.

As a Customer Success Consultant, you will serve as a strategic partner and trusted advisor to Cengage customers within your assigned territory in Mississippi and Tennessee. Your mission is to ensure customers achieve their desired outcomes through the effective use of Cengage technology, driving adoption, and long-term value.

What you'll do here:

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Skills you will need here:

• Proven ability to quickly learn and master new systems and applications.
• Excellent communication and presentation skills.
• Strong analytical skills with the ability to translate data into actionable insights.
• Ability to explain technical concepts in a clear, business-friendly manner.
• Skilled at managing and prioritizing multiple customer needs simultaneously.

Preferred

• Bachelor's degree preferred.
• 5+ years of experience in a Sales or Customer Success role.
• Experience in Educational Technology or Higher Education.
• Familiarity with the Higher Education landscape, including Learning Management Systems (LMS).
• Requirement to travel between 20-30% by both air and car

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail].

About Cengage

Cengage, 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.

Compensation

At Cengage, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location.

In this position, you will be eligible to participate in the company’s variable Sales incentive compensation program.

$67,000.00 - $87,100.00 USD

Target Variable Compensation:

35,000.00 USD Annual: Individual Target

annually

Actual incentive earnings are not guaranteed and may be more or less than the target amount based on achievement of performance goals and the terms of the applicable incentive compensation plan.

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we’ve built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.