Job details
Job type full-time
Full job description
Digital success specialist
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 Events may include but are not limited to team meetings, quarterly reviews, team building activities, training, etc.
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 learningWe 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-beingWe 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 workWe achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every dayTo learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ .
What you`ll do:
Serve as the primary contact of digital customers: field customer inquiries, help diagnose the root cause of their problem, and assist them in navigating the organization to achieve their desired outcome.
Focus on the digital customers’ journey: ensure that each customer with higher enrollment levels is onboarded correctly, with the correct digital product setup and fulfillment, and renewal of the business each term.
Monitor the success of your digital courses and be able to interpret data into action plans, aimed at retaining our customers and getting the digital journey back to a successful place.
Develop and maintain excellent internal and external relationships with your customersProactively reach out to customers, ensuring satisfaction and success.
Drive revenue by development and maintaining relationships with customers within an assigned territory; proactively consult with customers about (and advocate for) continued adoption of the product.
Monitor, meet, and aim to exceed service level targets and prioritize as necessary to meet customer timelines.
Ensure effective use of internal key support resources and capturing their feedback as the `voice of the customer`, contributing towards product enhancements and a better user experience.
Partner with management to provide updates, status, assist on projects as necessary, and discover support trends while meeting all role requirements.
Core competencies:
Be an ownerBe the owner and customer `go-to` for all digital adoptions within your territory, ensuring our instructors are digital engaged each and every term.
Be able to interpret dataPartner with the sales districts on the development of strategies to increase adoption, sell-through, and usage of all digital solutions.
Be a delightDrive high levels of customer satisfaction and loyalty, targeting and ensuring product usage and retentionEmbody the golden rule.
Drive for resultsAnticipate obstacles in advance, determine possible solutions with the ability to achieve superior resultsMaintain high levels of planning and organization within your territory, identifying areas of improvement, and implementing your own strategies to achieve the desired outcome.
Be proactiveEnsure all digital adoptions within your territory are setup and deployed accurately as well as identify at-risk customersMaintain high levels of communication with our customersEach instructor should be set on a positive trajectory going into first day of class.
Be a problem solverMonitor the success of your territory`s digital courses, focusing on activations, usage, support tickets, along with other course detailsProactively assist the customer in obtaining the quickest resolution, provide initial troubleshooting, and ensure that digital courses are running smoothly.
Focus on retention & renewalWork hand-in-hand with our digital customersRelay product information that is vital to their course as well as assist them in every facet of their digital journeyCheck in with each customer, aiming at renewing the course at the end of every term, thus starting the support cycle over.
Be a liaison for the customerEnsure that they navigate successfully through our digital products, support, training resources and overall organization, following each request through to completion.
Be a voice for our servicesProvide pre-sales support for digital product sales, with a central focus on driving our compelling services and support story at cengage.
Be a team playerBe willing to assist with other projects within the department, support your colleagues when workload differentiate, and collaborate within all parts of the organization to keep current on all cengage products, sales, service and support.
Skills you will need here:
High school graduate with some relevant college coursework completed.
Recent and relevant experience in a relationship-based position such as a customer support or account management role.
Strong written and verbal communication skills.
Ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.
Highly organized with the ability to work on multiple tasks at once, scoping out work, and creating efficient workflows.
Takes ownership for actions and has timely follow-up on commitments.
Ability to proactively anticipate customers’ needs and aim to exceed them.
Ability to form strong and long-term working relationships with both external and internal customers.
Capability of correlating data to actionBe able to interpret data monitoring a courses success, research to find a resolution, and determine the right course of action (pulling in key stakeholders as needed) to provide effective instructor support.
Dedicated to exceeding customers’ expectations, anticipating needs, and focused on improving service.
Team player who is positive, highly flexible, and adoptable to change.
Strive for superior results and constant process and self-improvement.
Proven ability to work independently.
Cengage group is proud to be an equal employment opportunity and affirmative action employerWe 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 experiencesOr for any other reasonYou 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 proceduresIf you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.
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 readyFor more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platformsWe serve the higher education, workforce skills, secondary education, english language teaching and research markets worldwideThrough our scalable technology, including mindtap and cengage unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
