Sales Support Specialist - Digital (NY)

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/

We are seeking a dedicated and thorough Sales Support Specialist (SSS) to join our dynamic team. This unique position supports our sales representatives in both operational and digital capacities. Key responsibilities include aiding with administrative tasks, providing exceptional customer care, troubleshooting technical issues, and optimizing digital platform experiences.

The ideal candidate will thrive in a collaborative environment, possess strong communication skills, and have a passion for customer care and results. This role offers an excellent opportunity for individuals interested in gaining customer-facing experience and considering a future career in sales. If you are an organized individual capable of handling multiple projects while delivering excellent service to both customers and team members, join our high-energy team! This could be the perfect opportunity for you.

What you’ll do here:

• Assist the sales teams with internal requests and daily operations, coordinating and communicating effectively with sales personnel and customers via phone and web conferencing, in order to help achieve overarching sales goals.

• Pull reports as needed to help with opportunity/territory analysis

• Provide updates on content, provide support interactions, manage order processes, and assist faculty with digital solutions and resource support.

• Use clear, concise, and professional communication to establish and maintain relationships with key individuals.

• Ensure correct digital product setup and fulfillment, focusing on enhancing the digital customer journey.

• Obtain Root Cause Analysis for major technical outages and translate into customer facing documentation

• Use administrative tools to assist in the basic troubleshooting analysis of technical issues

• Escalate and manage reported customer technical issues effectively, cross-collaborating with sales and technical support to provide updates to internal partners and customers, seeing it through to resolution.

• Manage the list of extensions for Career and ensure timely renewals or expirations as requested by sales

• Create and manage Course Pages for accounts, showcasing training and technical support resources, as well as demo courses in Cengage platforms/Learning Management Systems

• Pull and analyze reports in Excel from internal systems to assist with opportunity and territory analysis.

• Follow through on commitments, demonstrate a clear sense of ownership, and take personal responsibility for decisions, actions, and outcomes.

• Update and maintain Salesforce.

Skills you will need here:

• Associate's degree or equivalent experience from an accredited institution

• At least two years of successful sales, technical support, customer service, or proven experience preferred

• Exceptional written and verbal communication skills; ability to manage multiple projects simultaneously; strong time management skills

• Strong problem-solving skills with the ability to communicate next steps clearly

• Highly flexible and adaptable to change

• Ability to build and maintain strong relationships with key customers

• Proficiency with computers and Microsoft Office applications; experience working with digital products and additional applications a plus

• Intermediate to Advanced skills with Microsoft Excel preferred

• Familiarity with Learning Management Systems preferred

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.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

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.

$19.00 - $30.50 USD