Regional Customer Success Manager, West Coast (Hybrid)

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.

What You'll Do

Provide pre-sale support for digital product sales, with a central focus on driving large digital adoptions:

1. Develop and manage relationships with IT decision makers and administrators at key digital accounts in assigned district.
2. Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products.
3. Partner with Account Executives across a region in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support for named key accounts across the region.
4. Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program.
5. Coordinate with Key Accounts Managers to develop digital product account development strategies at large accounts in the assigned district.
6. Proactively engage with existing customers to drive retention of large digital adoptions.

Provide digital training and product implementation support at large digital adoptions:

1. Partner with customers’ IT administrators and digital learning specialists to ensure smooth implementation of digital solutions.
2. Provide virtual and in-person product training for faculty and other key users (e.g., TAs) at large adoptions.
3. Coordinate and deliver First Class In-Service at start of each term for large digital adoptions across the named accounts.
4. Provide weekly post-sale training and implementation updates to appropriate Account Executives and Digital Solutions Coordinators.
5. Collaborate with other divisional and district based CSMs to plan and conduct Digital Implementation workshops to connect successful users of our digital products and build a concrete peer-support network.
6. Coordinate with Account Executives, Digital Solutions Coordinators, and others to ensure complete customer service for large digital adoptions.
7. 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 within named key accounts across the region:

1. Work with data & analytics provided by Sales Operations to monitor digital product usage at large adoptions.
2. Proactively identify at-risk adoptions due to digital usage issues.
3. Gather feedback from customers, Account Executives, Digital Solutions Coordinators, and other internal stakeholders to identify barriers to usage.
4. Develop strategies to increase usage and work with internal stakeholders 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:

1. Provide Editorial, Sales, and Marketing with competitive information and customer feedback regarding our digital solutions to improve customer experience, efficacy, and engagement.
2. Ensure the transfer of product knowledge to the Field sales teams by working with Account Executives and conducting selected joint customer calls.
3. Identify and report discipline- / school-specific trends affecting future product opportunities to Editorial, Marketing and Product Development.
4. Provide product market feedback to in-house teams on a bi-weekly basis.
5. Work with in-house teams to identify targets for digital pilots.

Support digital product training for field sales team through virtual and in-person trainings.

Skills You Will Need Here

Basic (Required)

1. BA/BS degree or equivalent work experience.
2. Flexibility and adaptability to change.
3. 3-5 years of successful direct sales or customer success experience.
4. Proven understanding of computer-based technology.
5. Effective oral and written communication skills.
6. Strong training / presentation skills.
7. Ability to communicate clearly in virtual and in-person settings.
8. Evidence of strong customer orientation and ability to form and build effective customer relationships.
9. Ability to travel regularly overnight (about 25 - 40%); must be able to travel by both auto and air.

Preferred

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

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.

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. $84,400.00 - $135,000.00 USD