Strategic Client Success Manager

Cengage Group; Hartford (CT); Remote; USD 60,000 - 73,000; Full time

Job summary

Cengage, a global education technology company serving millions of learners, seeks a high-performing account manager to drive renewals and growth for Infosec products. You will build relationships with executive sponsors and guide customers through strategy, adoption, and upsell opportunities.

Responsibilities include coordinating with technical support, monitoring usage metrics, and maintaining accurate account administration and forecast data in Salesforce and Gainsight.

Qualifications

• Ability to build rapport through phone calls, email, and video conferencing.
• Demonstrated ability to communicate, present, and influence credibly and effectively.
• Proven ability to manage multiple projects at a time while paying strict attention to detail and prioritization.
• Excellent listening and negotiation skills; critical thinking and problem-solving skills.
• Confident self-starter, highly motivated, and able to excel in a high-performance setting.
• Natural relationship builder with integrity, reliability, and maturity.
• Ability to prioritize among competing tasks.

Responsibilities

• Handle the assigned accounts to consistently perform at or above quota.
• Build relationships with new customers, including management and executive collaborators, and understand their objectives.
• Develop a strategy and plan for achieving customer objectives from a consultative approach.
• Coordinate with technical support for technically complex questions.
• Monitor customer usage, adoption, and customer health metrics.
• Consistently collaborate with clients to ensure continuous successful integration of Infosec’s products and enhance added benefits over the duration of the subscription.
• Undertake scheduled business appraisals with customers to verify delight, address technical obstacles, and boost product uptake.
• Maintain outstanding administration of your accounts.
• Stay current on company and industry product knowledge.
• Responsible for client renewals and incremental growth goals through cross-sell, add‑on, and upgrade sales to existing customers.
• Manage pipeline to deliver results against monthly, quarterly, and yearly forecast objectives and track sales activities in Salesforce.com and Gainsight.
• Embody the Cengage Credo by demonstrating our ethos.
• Perform other duties as needed to achieve Infosec goals.

Skills

Rapport building

Effective communication

Multi-project management

Negotiation

Self-starter

Relationship building

Prioritization

Job description

Cengage, a global education technology company serving millions of learners, seeks a high-performing account manager to drive renewals and growth for Infosec products. You will build relationships with executive sponsors and guide customers through strategy, adoption, and upsell opportunities.

Responsibilities include coordinating with technical support, monitoring usage metrics, and maintaining accurate account administration and forecast data in Salesforce and Gainsight.