Customer Engagement Manager

Aspen Publishing is seeking a Customer Engagement Manager to be a part of our growing Digital team. Preference will be given to Boston based candidates who will work in our Burlington, MA, office with a hybrid office/work-from home schedule; however, we will also consider candidates based in Dallas, TX.  You will work closely with internal teams, as well as external stakeholders as you play a key role in ensuring a positive onboarding experience and engagement for new customers, resulting in high retention rates and customer satisfaction. We are looking for a Customer Engagement Manager who is passionate about providing an amazing customer experience – is that you?
TITLE: Customer Engagement Manager 
REPORTS TO: VP, Digital Learning & Engagement
DEPARTMENT: Digital Learning & Engagement
FLSA STATUS: Exempt
LOCATION: Burlington, MA (preferred)/Dallas, TX
POSITION SUMMARY: Responsible for managing the customer onboarding of Aspen Publishing digital learning products for new customers, implementing additional products for current customers, and managing customer engagement post-implementation; engaging directly with customers, as well as internal and external stakeholders, to increase customer retention, satisfaction, and revenue.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Onboarding: Design and deliver onboarding programs for new and existing customers of digital learning products and courses
• Implementation: Lead the implementation process for institutional purchases of digital products and courses
• Develop Engagement Strategies: Create and implement strategies, tactics, and materials to improve customer engagement with digital products and courses

• Relationship Management: Build and maintain strong relationships with customers, users, and key stakeholders—gaining their trust and providing a positive experience in using Aspen products

• Training and Support: Drive high adoption and customer success by creating training programs and materials as well as technical support and guidance
• Data Interpretation: Collect, interpret, and internally share customer feedback, usage patterns, and engagement metrics to identify trends and solve problems
• Collaboration: Partner with Sales, Digital, Marketing, Editorial, and Customer Service teams to improve the customer experience, inform the product roadmap based on customer feedback, close renewals, and upsell additional products to existing customers
• Provide timely updates on activities and progress against plans
• Always represent Aspen Publishing in a professional and competent manner
• Proactively pursue professional development activities
• Manage time and company resources appropriately
• Perform other duties as assigned by supervisor

QUALIFICATIONS:

• Bachelor’s degree plus 3-5 years related experience, preferably in Customer Engagement or Customer Service
• Very comfortable and conversant with technology, including content management systems, customer relationship management systems, project management software, presentation software, virtual meetings, spreadsheets, and HTML editors
• Strong organizational and project management skills, including the ability to plan and complete work on tight deadlines and budgets; ability to work in an atmosphere of multiple projects and shifting priorities
• Excellent interpersonal skills, including the ability to work with individuals at all levels of the organization and interact effectively with professional and technical staff, outside prospects, customers, salespersons, and third-party partners
• Proven ability to create high-quality training materials including tutorial videos and step-by-step guides
• Experience working on the implementation of large and complex enterprise SaaS products preferred
• Certifications such as Certified Customer Experience Professional (CCXP) preferred
• Experience in educational technology, higher education, high stakes testing, or online learning industries preferred
• Experience with learning management systems preferred
• Analyzing issues and providing solutions
• Liaising between internal and external groups
• Vendor management
• Troubleshooting and problem solving
• Willing to travel domestically occasionally
• Excellent verbal and written communication skills, English required
• Excellent organization, planning, and presentation skills
• Strong with Microsoft Office (Teams, PowerPoint, Outlook, Excel, Word)
• Ability to work quickly and accurately in a fast paced, changing environment
• Demonstrated ability in working independently and as part of a team

PHYSICAL REQUIREMENTS:

• Normal Office Environment
• Ability to sit for extended periods of time
• Ability to work on computer for extended periods of time
• Ability to listen and speak carefully while interacting with others
• Ability to lift up to 10 pounds occasionally

ABOUT US: Aspen Publishing is a leading provider of educational content and digital learning solutions to law schools in the US and around the world. Aspen provides best-in-class solutions for legal education through authoritative textbooks written by renowned authors and breakthrough products such as Connected eBooks, Connected Quizzing, and PracticePerfect.
In addition to competitive compensation, we offer a wide array of benefits including your choice of health and dental plans, generous paid time off and holidays, 401k with employer match, and an array of voluntary programs to cover all of life’s eventualities from accidents; to critical illness; to pet insurance.
EOE disability/veteran.
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