[Hiring] Associate Customer Success Consultant @Cengage Group

Role Description

As a Customer Success Consultant, you will serve as a strategic partner and trusted advisor to Cengage customers within your assigned territory. Your mission is to ensure customers achieve their desired outcomes through the effective use of Cengage technology, driving adoption, and long-term value.

What you'll do here:

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
• Develop and implement tailored success plans that align with customer goals and increase product usage.
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
• Conduct regular health checks to assess value realization and identify opportunities for growth.
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Qualifications

• Proven ability to quickly learn and master new systems and applications.
• Excellent communication and presentation skills.
• Strong analytical skills with the ability to translate data into actionable insights.
• Ability to explain technical concepts in a clear, business-friendly manner.
• Skilled at managing and prioritizing multiple customer needs simultaneously.

Requirements

• Bachelor’s degree preferred.
• 5+ years of experience in a Sales or Customer Success role.
• Experience in Educational Technology or Higher Education.
• Familiarity with the Higher Education landscape, including Learning Management Systems (LMS).
• Requirement to travel between 20-30% by both air and car.

Benefits

• Comprehensive and rewarding Total Rewards package designed to support and empower our employees.
• Eligibility to participate in the company’s variable Sales incentive compensation program.
• Base pay range: $54,900.00 - $71,300.00 CAD.
• Target Variable Compensation: 15,000.00 CAD Annual: Individual Target annually.
• Actual incentive earnings are not guaranteed and may be more or less than the target amount based on achievement of performance goals and the terms of the applicable incentive compensation plan.

Company Description

Cengage, 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.