19 days old

Digital Success Specialist

Cengage Learning
Independence, KY 41051
**.** **Do you dare to reinvent the future of education?** At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion. **Are we right for you?** We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first. This dynamic and highly visible position within our Engagement Services department is vital to driving customer retention and satisfaction. This position delivers on the promise of ensuring every customer derives maximum value from our digital solutions, primarily focused on the onboarding process, retention of our customers, and renewal each term. With strong customer focus, this position builds and maintains 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 dedicated calls and identifying additional customer needs that could lead to sales opportunities and / or increased retention. **What You'll Do Here:** **Core responsibilities:** + You will serve as the primary contact for Cengage's digital customers. + Focus on the digital customers journey from product adoption through renewal of the business each term. + Monitor success of digital courses, interpret data and retain a positive customer experience. + You will actively nurture relationships, ensure satisfaction, drive revenue and cultivate customer success. + You will strive to exceed service level targets and prioritize needs to meet customer timelines. + You will act as the 'voice of the customer' to contribute towards product enhancements and a better user experience. + Partner with management to provide status updates, assist on projects, and uncover support trends while meeting all role requirements. **Desired Qualities:** + Be a strategic partner ensuring instructors are digitally engaged each and every term. + Be able to interpret data to partner with sales districts in order to develop of strategies to increase adoption, sell-through, and usage of all digital products. + Work to ensure customer satisfaction and loyalty, targeting and ensuring product usage and retention. + Anticipate obstacles in advance, determine possible solutions, achieve superior results. Maintain high levels of planning and organization within your territory, identifying areas of improvement, and implementing your own strategies to achieve the desired outcome. + Ensure all digital adoptions are setup and deployed accurately as well as identify at-risk customers. Foster communication with our customers. Each instructor should be set on a positive trajectory going into first day of class. + Be a Problem Solver. Monitor the success of your territory's digital courses, focusing on activations, usage, support tickets, along with other course details. Actively assist the customer in obtaining the quickest resolution, provide initial troubleshooting, and ensure that digital courses are running smoothly. + Focus on Retention & Renewal. Work hand-in-hand with our digital customers. Relay product information that is vital to their course as well as assist them in every facet of their digital journey. Check in with each customer, aiming at renewing the course at the end of every term, thus starting the support cycle over. + You will support customers to ensure that they successfully navigate our digital products, training resources and overall organization. + Provide pre-sales support with a central focus on driving our compelling services and support story at Cengage. + Be willing to assist with other projects within the department, support your colleagues when workload differentiate, and collaborate within all parts of the organization to keep current on all Cengage products, sales, service and support. **Skills You Will Need Here:** **Required qualifications:** + High school graduate with some relevant college coursework completed. + Recent and relevant experience in a relationship-based position such as a customer support or account management role. + Strong written and verbal communication skills. + Ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems. + Highly organized with the ability to work on multiple tasks at once, scoping out work, and creating efficient workflows. + Takes ownership for actions and has timely follow-up on commitments. + Ability to actively anticipate customers needs and aim to exceed them. + Ability to form strong and long-term working relationships with both external and internal customers. + Capability of correlating data to action monitoring a course's success. Research to find a resolution to provide effective instructor support. + Dedicated to exceeding customers expectations, anticipating needs, and focused on improving service. + Teammate who is positive, highly flexible, and adoptable to change. + Strive for superior results and constant process and self-improvement. + Proven ability to work independently. **Preferred qualifications:** + Bachelors degree + Understanding of eLearning and online homework digital solutions/platforms **Requisition ID** _2019-7089_ **Job Function** _Digital Solutions (Technology)_ Cengage is an Affirmative Action/Equal Opportunity Employer, committed to attracting and retaining a talented and diverse workforce. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or protected veteran status.

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Posted: 2019-10-02 Expires: 2019-11-01

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Digital Success Specialist

Cengage Learning
Independence, KY 41051

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