Digital Success Specialist (Remote) at Cengage Group

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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 https://www.cengagegroup.com/about/inclusion-and-diversity/.

Digital Success Specialist

This dynamic and highly visible position within our Digital Services department is vital to driving high customer retention and satisfaction. The Digital Success Specialist position will be primarily remote with a requirement to come into the Independence, KY office for meetings and events as requested with travel less than 10% of the time. This role takes ownership to deliver 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. This position builds and maintains consultative relationships with customers as well as internal partners and cross-functional teams. This dedicated role partners with our Sales team and supports sales activities through strategic interactions that could lead to sales opportunities and/or increased retention.

What you'll do here:
  • Support customers to ensure they can optimally navigate our digital products, training resources, and overall organization.
  • Monitor success of digital courses, interpret data, and retain a positive customer experience.
  • Actively work to cultivate relationships, ensure satisfaction, drive revenue and customer success.
  • Strive to exceed customer expectations and prioritize needs to meet customer timelines with a focus on retention and renewal.
  • Act as the 'voice of the customer' to inform product improvements and a better user experience.
  • Partner with management to provide status updates, assist on projects, and uncover support trends while meeting all role requirements.
  • Be a problem solver who is solution oriented and anticipates needs, assisting the customer in acquiring the quickest resolution and ensure digital courses are running efficiently.


Skills you'll need here:

Required:
  • High school graduate with some relevant college coursework completed.
  • Recent and proven experience in a relationship-based role such as customer or account management.
  • Strong communication skills (both verbal and written).
  • Ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.
  • Highly organized, self-starter with excellent time management skills that provides capacity to manage multiple projects along with crafting efficient workflows.
  • Travel expectations: less than 10%


Preferred:
  • Bachelor's degree.
  • Understanding of eLearning and online homework digital platforms.


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 [email protected] or you may call us at +1 (617) 289-7917.

If you are a Colorado state or New York City resident, please email [email protected] to receive compensation information for this role. Please be sure to include this posting's job ID in the subject line of the email to help ensure a timely response.

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.
More Information on Cengage Group
Cengage Group operates in the Edtech industry. The company is located in Boston, MA, Farmington Hills, MI and San Francisco, CA. Cengage Group was founded in 2022. It has 5001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 11 open jobs at Cengage Group, click here.
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