Customer Success Specialist, Ontario (Remote)

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 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 https://www.cengagegroup.com/about/inclusion-and-belonging/.
 

The Customer Success Specialist drives customer retention and sales growth through support of customers with their digital solutions, building consultative relationships to expose customers to additional digital solutions, and collaborating with internal partners and teams to deliver customer satisfaction. This role is accountable for applying sales skills, product knowledge, and analytics to align digital solutions to current customers’ needs and meet or exceed a sales goal.
 

• Achieves sales target for assigned accounts to achieve customer retention and grow sales
• Provides consultative upselling and service by applying product knowledge and expertise
• Performs effective territory planning to drive results
• Supports customers to enable optimal navigation of digital products and resources
• Monitors success of digital courses to enable positive customer experience
• Cultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutions
• Exceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customers
• Acts as voice of customer to inform internal stakeholders on product and experience improvements
• Performs other duties as needed to achieve organizational goals
   

• Minimum of 2 years of experience in relationship-based role – customer or account management
• Strong desire and commitment to learn additional skills to close on sales opportunities
• Strong communication skills, written and verbal to effectively engage customers
• Demonstrated understanding of technology and some experience with digital products
• Ability to build and maintain strong and trusting customer relationships
• Ability to analyze data and apply to drive results
• Highly organized with ability to handle multiple projects and work efficiently
• Ability to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with partners
• Some direct sales experience preferred
• Bachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutions

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. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.
 

Cengage Group is committed to working with broad talent pools to attract and hire strong and most 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 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 [email protected] or at +1 (617) 289-7917.
 

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.

Compensation

At Cengage Group, 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 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.  Sales roles often incorporate a significant incentive compensation program beyond this base pay range.