Customer Success Field Manager - Raleigh, United States - Cengage Group

Description

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.

We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day.

To learn more, please see

What You'll Do Here

Reporting to the District Manager, as a Customer Success Manager you will provide pre-sale support for digital product sales, with a central focus on driving large digital adoptions

Working with your District Manager you will create district-wide strategies to increase digital sales and usage
Develop and maintain relationships with IT decision makers and administrators at key digital accounts in assigned accounts
Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products
Partner with District Manager, Account Executives, and Learning Consultants in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support
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 in the assigned district
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 (eg TAs) at large adoptions
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 District Manager, Account Executives, Learning Consultants and Digital Solutions Coordinators
Collaborate with other CSMs to plan and conduct Digital Implementation workshops to connect successful users of our digital products and build a concrete peer-support network
Coordinate with District Manager, Account Executives, Learning Consultants, Digital Solutions Coordinators, and others to ensure complete customer service for large digital adoptions
Take intervention action as necessary to improve of 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, Digital Solutions Coordinators, 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 to help improve customer experience and outcomes from our digital solutions
Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement
Ensure the transfer of product knowledge to the Inside sales teams by working with Account Executives and Learning Consultants and conducting selected joint customers calls
Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development
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

Skills You Will Need Here

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

Preferred

Experience in Higher Education sales
Experience in the use and implementation of digital learning products in higher education settings
Familiarity with Learning Management Systems (LMS) and other instructional technology highly desired
Experience delivering digital product training educational settings; higher education experience highly desired
Ability to work effectively in a group and reach decisions by consensus

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 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.

You may view Cengage's EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by visiting their corresponding links.

Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at or you may call us at

About Cengage Group

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.

Base Pay Range

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.

$63, $102,100.00 USD
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