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Customer Success Manager

1 month ago

Honolulu, United States Cengage Group Full time

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. This multifaceted and high visibility position within our Domestic Learning Customer Success Team is vital to driving customer success and retention. This position delivers on the promise of ensuring every customer derives maximum value from our digital solutions by actively leading customer relationships. The Customer Success Manager 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. What you'll do here: 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 Increasing 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 website widgets, direct access URLs, database icons, promotional materials, training resources, and custom websites, MARC records, and more. Share creative ideas on how customers can demonstrate support resources to drive usage within their community or across their school 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 Responsibilities: Ensure customers 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.) Connect with customers post-sale to help facilitate awareness and high use of Gale products Proactively supervise 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 standard processes. Connect with vested internal collaborators and support groups where appropriate. Record all customer events and conversations in CRM ensuring effective use of internal tools. Partner with management providing updates, status, and support trends. Skills you will need here: Bachelor’s Degree Minimum of three years recent experience in relationship based position such as sales, customer service, or project management Detail oriented and analytical Thrives in a multi-tasking environment Strong written and verbal communication skills Connects quickly with others; strongly motivated to leverage and 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 track record to work independently using available resources to meet objectives Takes ownership for actions and has timely follow-up on commitments Individuals in this position must manage 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 interpersonal levels. Preferred qualifications: Shown ability to drive continuous value across a portfolio of products Understanding of customer support technologies and using strategic support to meet business objectives Broad knowledge of the digital information and/or publishing industries Compensation 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. $21.25 - $34.50 USD 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.

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