Job Description

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 \xe2\x80\x93 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 .

This dynamic and critical position within our Digital Solutions group is vital to driving customer success, retention, and satisfaction. This position delivers on the promise of ensuring every customer derives maximum value from our digital products, primarily focused on the onboarding process, retention of our customers, and renewal each term. With steadfast customer focus, this position builds and maintains consultative relationships with customers as well as internal partners and cross functional teams. This role demands a strong technical acumen and great attention to detail. This role also supports sales activities through proactive calls and identifying additional customer needs that could lead to sales opportunities and / or increased retention.

What you\'ll do here:

• Be a key support for the Digital Solutions Team, supporting backend processes, systems monitoring, technical issue triaging and customer interactions.
• Serve as a support contact for digital customers: field customer inquiries, diagnosing the root cause of their problem, and supporting them to navigate the organization to achieve their desired outcome.
• Focus on the digital customers\xe2\x80\x99 journey: Ensure that each customer is onboarded correctly, with the appropriate support materials and training.
• Ensure correct digital products are deployed, course details are accurate, and the user journey is mapped.
• Monitor the success of your digital courses and convert data into action plans, aimed at retaining our customers and getting the digital journey back to a successful place.
• Develop and maintain excellent relationships with customers, proactively reaching out to ensure satisfaction and success.
• Drive revenue by developing and maintaining relationships with customers across Canada.
• Monitor, meet, and aim to exceed service level targets and prioritize to meet customer timelines.
• Ensure effective use of internal key support resources and capturing their feedback as the \'voice of the customer\', supplying product enhancements and a better user experience.
• Partner with management to provide updates, assist on projects as required, and discover support trends while meeting all role requirements.

Skills you will need here:

• Be a Team player! Be willing to assist with projects within the department, support your colleagues when workloads unbalance, and collaborate within all parts of the organization to keep current on all Cengage products, sales, service and support.
• Be an Owner. Be the customer \'go-to\' for all digital adoptions within your territory, ensuring our instructors are digitally engaged each and every term.
• Be able to Interpret Data. Partner with the sales regions on the development of strategies to increase adoption, sell-through, and usage of all digital solutions.
• Be a Delight. Drive high levels of customer satisfaction and loyalty, targeting and ensuring product usage and retention. Embody the Golden Rule.
• Drive for Results. Anticipate obstacles in advance, determine possible solutions with the ability to achieve superior results. Focus on planning and organization within your territory, identifying areas of improvement, and implementing your own strategies to achieve the desired outcome.
• Be Proactive. Ensure all digital adoptions within your territory are setup and deployed accurately , and identify at-risk customers. Maintain appropriate levels of communication with your customers. Ensure each instructor is set up on a positive trajectory going into first day of class.
• Be a Problem Solver. Monitor the success of your territory\'s digital courses, focusing on activations, usage, support tickets, along with other course details. Proactively assist the customer in obtaining the quickest resolution, provide initial troubleshooting, and ensure that digital courses are running smoothly.
• Focus on Retention & Renewal. Work hand-in-hand with our Digital Solutions Team and our customers. Relay product information that is critical to their course as well as assist them in every facet of their digital journey. Check 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 customer. Ensure 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 services. Provide pre-sales support for digital product sales, with a central focus on driving our compelling services and support story at Cengage.

Qualifications:

• University Degree
• Creative problem solver, energetic, organized, eye for details and outstanding oral and written communication skills
• A passion for learning new technologies and training others!
• Self-starter with the capacity to identify new business opportunities and the analytical ability to create plans and to realize them
• Ability to manage multiple projects and objectives quickly, efficiently and effectively
• Accomplished presenter and trainer

About Cengage

Cengage is the education and technology company built for learners. The company serves the higher education, K-12, professional, library and workforce training markets worldwide. Cengage creates learning experiences that build confidence and momentum toward the future students want. The company is headquartered in Boston, MA. Employees reside in nearly 40 countries with sales in more than 125 countries around the world. Visit us at www.cengage.com or find us on Facebook or Twitter.

Cengage Group Canada is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects our country and our customers. We 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 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 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.

Base Pay Range

The full base pay range has been provided for this position. Individual base pay will vary based on qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$43,200.00 - $69,000.00 CAD

Cengage Group