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/

What you will do here

The Sr. Manager, Customer Success & Training builds strategic and scalable customer experiences that create and sustain loyalty. As a leader and collaborator within the Domestic Learning organization, you will actively engage with teams across the company—such as marketing, product, and technology—to ensure every customer onboards well and derives maximum value from our digital solutions. This position aligns with sales leaders to guide the work of a team of individuals dedicated to building account relationships that deliver outcomes for our customers and their users while driving business results. This role supports post sales activities through proactive calls and engagement campaigns, and by serving as our customers’ liaison with peer teams focused on technical services, marketing, and support.

This position is a collaborative and inclusive leader who blends innovative approaches, operational thinking, and a customer-centric approach to scale experiences wherever possible while providing bespoke care when needed. A key objective is to capture and reflect the voice of the customer back to partners across the organization, so together, we can align around a unified vision and strategies that connect the Gale brand promise with the customer experience across their full journey.

As a business and people leader, you will:Set the strategy for onboarding new customers from two distinct customer groups onto our products and engaging users throughout their journeyDesign and implement strategic and scalable training and education experiencesCollaborate with other Gale business leaders to cultivate and reinforce management models underpinning the organization, including human/emotional intelligence and tactical ‘how we work’ frameworksAct as a sounding board for leaders and peers, providing critical, multi-angled thinking to ensure leadership decisions are well thought out and fruitfulMonitor and account for how our organization interacts with other business functions, driving improvements across our various relationshipsActively participate in leadership team initiatives; contribute critical thinking to work being done, and mentor leaders on how to improve approaches to managing, leading, delivering, and communicatingMaintain a sophisticated level of process and system knowledge to advise technology improvements and workflow optimizationProvide ongoing feedback to the team and assist people managers with supervising and mentoring their own teams, so goals and expectations are clear, performance is actively handled, and employee career growth is a priorityBe a role model/collaborative team member for the group and display a positive, professional, diligent, and approachable image at all times; ensure consistency and fairness in all interactions with staffSeek opportunities to improve customer success and facilitate cross-functional customer service and support with peers from product, sales, and marketingCreate content for presentations related to the Domestic Learning organization

Other key responsibilities:In addition to partnering closely with marketing and operations teams to automate outbound customer experience campaigns, you will oversee a team of Customer Success Managers & Trainers who proactively initiate a variety of customer engagements from onboarding through routine customer care, continuous training, and intervention as needed. Under your direction, this team will:Deliver engagement & training programs that demonstrate a positive impact on customer and corporate strategic prioritiesEnsure customers are gaining value and meeting resource goals across entire Gale product portfolioProvide comprehensive and enthusiastic new product on-boarding and implementationConsult on awareness and usage driving initiatives like website UX, marketing, and trainingMaximize customer use of tools like website widgets, direct access URLs, database icons, promotional materials, training resources, and custom websites, MARC records, and moreShare creative ideas on how customers can use Gale’s collective customer experience resources and support to drive usage within their community or across their schoolHelp partners understand how to use Gale Admin to handle account and authentication preferences and monitor usageMonitor customer usage data to initiate routine customer care and intervention as needed; share data with internal partners to assist with development of targeted customer care, awareness, and marketing campaignsDevelop and maintain excellent collaborative partnerships with internal and external customers in an assigned territoryOutside of technical or invoicing issues, serve as the primary support contact for customers: field customer inquiries, help diagnose the root cause of problems, and assist them in navigating the organization as needed to achieve their desired outcomeAdvocate customer needs cross-departmentally and prioritize as necessary to meet customer timelinesWork with sales, training, and marketing partners to develop post-sale, account-level customer success strategies pursuing customer advocacy and the promotion of proven practicesCommunicate with vested internal partners and support groups where appropriateRecord all customer events and conversations in CRM ensuring effective use of internal tools and scalability of successful programs

Skills you will need here:Bachelor’s DegreeMinimum of three years recent experience in relationship-based position such as sales, customer service, or project managementDetail oriented and analyticalThrives in a multitask work environmentStrong written and verbal communication skillsStrong presentation skillsConnects quickly with others; strongly motivated to maximize and build long-term relationshipsAbility to grasp technical concepts and capable of mastering new operating systems and digital productsDedicated to exceeding customer needs, anticipating needs, and focused on improving brand satisfactionTeam member that is highly flexible, adaptive to change, and strives for superior results and constant improvementProven ability to work independently while using available resources to meet objectivesTakes ownership for actions and has timely follow-up on commitmentsIndividuals in this position must maintain relationships within the department and with staff outside of the department. They must be effective interacting with a broad range of staff and customers at all organizational levels­Proven ability to drive continuous value across a portfolio of solutions preferredUnderstanding of customer support technologies and using strategic support to meet business objectives preferredExperience working with K-12 schools and/or Public Libraries preferredBroad knowledge of the digital information and/or publishing industries preferred

Gale, part of Cengage Group, partners with librarians and educators around the world to connect 30 million distinct learners annually to essential digital content through user-friendly technology that enhances experiences and improves learning outcomes. For more than 65 years, Gale has collaborated with academic institutions, schools, and public libraries around the world, empowering discovery and insights that push the boundaries of traditional research and advance learners in all areas of life

Cengage Group does 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.

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 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 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.

$88,600.00 - $141,800.00 USD