Customer Success Specialist
| Company | Cengage Group |
|---|---|
| Location | Jackson, MS, USA, Little Rock, AR, USA, Baton Rouge, LA, USA |
| Salary | $21.25 – $34.5 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Minimum of 2 years of experience in relationship-based role – customer or account management
- Strong desire and commitment to learn additional skills to close on sales opportunities
- Strong communication skills, written and verbal to effectively engage customers
- Demonstrated understanding of technology and some experience with digital products
- Ability to build and maintain strong and trusting customer relationships
- Ability to analyze data and apply to drive results
- Highly organized with ability to handle multiple projects and work efficiently
- Ability to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with partners
Responsibilities
- Achieves sales target for assigned accounts to achieve customer retention and grow sales
- Provides consultative upselling and service by applying product knowledge and expertise
- Performs effective territory planning to drive results
- Supports customers to enable optimal navigation of digital products and resources
- Monitors success of digital courses to enable positive customer experience
- Cultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutions
- Exceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customers
- Acts as voice of customer to inform internal stakeholders on product and experience improvements
- Performs other duties as needed to achieve organizational goals
Preferred Qualifications
- Some direct sales experience preferred
- Bachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutions