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Cengage Learning Global Customer Success Manager in Boston, Massachusetts

Do you dare to reinvent the future of education?

At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right f or you?

We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.

The ELT Global Customer Success Manager (CSM) is a global leadership position within the National Geographic Sales and Marketing team. This position leads regional CSMs and supports regional sales reps by providing in-depth subject matter expertise on our digital platforms and ensures successful implementation of digital across all ELT markets.

This position focuses on both leading a team of CSMs around the globe and supporting key accounts with highly complex needs directly, to ensure we are consi stently meeting our customers’ digital implementation needs with a high quality of service. The Global CSM also creates effective digital set up and usage strategies in partnership with regional teams, including post-sales implementation support and traini ng, and strategies to increase usage. In addition to customer-facing activities, this role develops high-quality training materials to help our GTM teams better understand and communicate how our digital platforms and systems can be used to meet customers’ various needs.

About National Geographic Learning

At National Geographic Learning, part of Cengage Learning, our goals are to bring the world to the classroom and the classroom to life. Our learning programs prominently feature the compelling content of National Geographic and TED Talks to inspire students to develop the skills they need to achieve success in life and work. We teach English and the world.

What you’ll do here:

  • Provides subject matter expertise on our platforms and the digital landscape for customers pre- and post-sale, and for regional sales and CSM teams

  • Answers detailed questions about platform functionality, use cases, or technical specifications pre- or post-sale

  • Creates customized presentations to help customers understand how digital technologies can be utilized to achieve their unique needs or goals

  • Fosters a deeper understanding of how our platforms and systems work internally and with customers, including our eCommerce, LMS integration, rostering, and entitlement systems

  • Supports la rge customers or prospects with complex or unique digital implementation requirements

  • Gathers specific digital requirements from customers pre- or post-adoption who are identified by sales reps as having complex needs

  • Liaises with internal CGT engineering, TPM, TSP, or digital production teams to determine what “on the truck” solutions or upcoming roadmap priorities could be put to use to solve customer’s needs

  • Orchestrates internal stakeholders as needed to deliver small customization projects on behalf of large customers

  • Serves as main point of communication with customer throughout process of fulfilling or investigating solutions to unique requirements

  • Oversees digital implementation activities for key accounts to ensure smooth onboarding experience

  • Gathe rs customer onboarding requirements for large, strategic accounts

  • Creates customized digital implementation plans for each customer, including what tasks will be completed when

  • Orchestrates internal stakeholders needed to complete implementation tasks for large customers, including Tier 1 support, Customer Support, and Digital Fulfillment Services teams across businesses as needed

  • Provides manual workarounds to time-consuming or confusing customer workflows as needed to ensure customer is set up successfull y each semester

  • Serves as main point of communication with customer throughout process of completing digital implementation and set up

  • Provides ongoing trainings for customers and internal teams to drive higher engagement and usage of our digital products

  • Creates how-to training materials for internal sales teams or customers to help new customers onboard, set up and use our products effectively

  • Provides training materials for sales teams to more effectively answer digital fulfillment or implementation ques tions from customers, or to help effectively troubleshoot common set up or usage issues

  • Analyzes platform usage data to identify customers with low digital usage, and partners with sales reps on strategies to drive higher engagement with digital

  • Shares insights with local sales teams on broader digital usage trends, including growth in digital users, product and feature-level usage, and overall digital engagement, across key countries or market segments

  • Captures customer feedback and market intell igence and shares with internal Product and Sales teams

  • Consolidates firsthand feedback with feedback from regional sales and CSM teams on underserved customer digital needs, and deliver to TPM and Product teams

  • Shares updates on implementation activities and success stories to ELT leadership team

  • Provides customer insight on evolving key factors in adoption decisions for larger, complex customers to inform business priorities

    Skills you need here:

  • Minimum 7 years of successful direct sales, marketing or ed itorial experience

  • Technical acumen, and an ability to communicate effectively with engineering and technology teams

  • Experience leading large, complex customer-facing projects with tight deadlines

  • Effective oral and written communication skills, including an ability to explain complex systems or processes to customers in simple terms

  • Strong training / presentation skills

  • Strong attention to detail, and an ability to manage complexity

  • Evidence of strong customer orientation and ability to form and foster eff ective customer relationships

  • Ability to be flexible and adapt to change

  • Experience in ELT, Higher Education or K12 sales preferred

  • Familiarity with Learning Management Systems (LMS) and other instructional technology highly desired

  • Experience delivering d igital product training educational settings and higher education experience is helpful

    Cengage is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identit y 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 Cen gage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by visiting their corresponding links.

    Cengage is committed to providing reasonable accommodations for qualified individuals with disabili ties in our job application procedures. If 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

    Cengage, an education technology company serving millions of learners in 165 countries and territories, advances the way students learn through quality, digital experiences. We serve the K-12, higher education, professional, library, English language teaching, and workforce training marke ts worldwide. We believe that through the power and joy of learning, students can enrich their lives and achieve their dreams – no matter their age, experience, abilities, or environment. Our industry-leading products and services make education more acces sible and affordable, including Cengage Unlimited, the first-of-its-kind all-access digital subscription service. Visit us at http://www.cengage.com/or find us on LinkedIn, Facebook, or Twitter.

    Cengage, an education technology company serving millions of learners in 165 countries and territories, advances the way students learn through quality, digital experiences. We serve the K-12, higher education, professional, library, English language teaching, and workforce training markets worldwide. We believe that through the power and joy of learning, students can enrich their lives and achieve their dreams – no matter their age, experience, abilities, or environment. Our industry-leading products and services make education more accessible and affordable, including Cengage Unlimited, the first-of-its-kind all-access digital subscription service. Visit us at http://www.cengage.com/ or find us on LinkedIn (https://www.linkedin.com/company/cengage-learning/mycompany/) , Facebook , or Twitter (https://urldefense.com/v3/__https:/twitter.com/CengageLearning__;!!MXVguWEtGgZw!aJM6MqVIQGDoWSYaJ6CU3EZyn3SnQfIs5kCHxkrWiy4_XmXapqpMK0qgZUq02AuBC1E$) .

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