Customer Success Field Manager

20 hours ago

Raleigh, North Carolina, United States Cengage Group Full time
About the Role

We are seeking a highly motivated and experienced Customer Success Field Manager to join our team at Cengage Group. As a key member of our sales team, you will play a critical role in driving digital adoption and sales growth in the higher education market.

Key Responsibilities
  • Provide pre-sale support for digital product sales, focusing on driving large digital adoptions.
  • Develop and maintain relationships with IT decision makers and administrators at key digital accounts.
  • Maintain up-to-date knowledge of all systems, policies, and procedures on campuses that can affect successful implementation of digital products.
  • Partner with District Manager, Account Executives, and Learning Consultants in digital learning solution sales.
  • Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program.
  • Coordinate with Engagement Manager to develop digital product account development strategies at large accounts.
  • Proactively engage with existing customers to drive retention of large digital adoptions.
  • Provide digital training and product implementation support at large digital adoptions.
  • Partner with customers' IT administrators and digital learning specialists to ensure smooth implementation of digital solutions.
  • Provide virtual and in-person product training for faculty and other key users.
  • Coordinate and deliver First Class In-Service at start of each term for large digital adoptions.
  • Provide weekly post-sale training and implementation updates to appropriate stakeholders.
  • Collaborate with other CSMs to plan and conduct Digital Implementation workshops.
  • Coordinate with District Manager, Account Executives, Learning Consultants, and others to ensure complete customer service for large digital adoptions.
  • Take intervention action as necessary to improve customer service experience.
  • Monitor usage of digital products and design & implement usage growth strategies at large digital adoptions.
  • Work with data & analytics provided by Sales Operations to monitor digital product usage at large adoptions.
  • Proactively identify at-risk adoptions due to digital usage issues.
  • Gather feedback from customers, Account Executives, Learning Consultants, and other internal stakeholders to identify barriers to usage.
  • Develop strategies to increase usage and work with internal partners and customers to implement those strategies.
  • Gather customer feedback and market intelligence and share with internal Product and Sales teams.
  • Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions.
  • Ensure the transfer of product knowledge to the Inside sales teams.
  • Identify and report discipline- / school-specific trends affecting future product opportunities.
  • Provide product market feedback to in-house teams on a bi-weekly basis.
  • Work with in-house teams to identify targets for digital pilots.
  • Support digital product training for Inside sales team.
Requirements
  • BA/BS degree or equivalent work experience.
  • Flexibility and adaptability to change.
  • 3-5 years of successful direct sales, marketing, or editorial experience.
  • Demonstrated understanding of and comfort with computer-based technology.
  • Effective oral and written communication skills.
  • Strong training / presentation skills.
  • Ability to communicate clearly in virtual and in-person settings.
  • Evidence of strong customer orientation and ability to form and build effective customer relationships.
  • Ability to travel overnight as required to close sales and attend internal meetings.
About Cengage Group

Cengage Group is a global education technology company serving millions of learners. We provide 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.

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