Sr Customer Success Manager (Remote)

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/

This multifaceted and high visibility position within our Domestic Learning Customer Success Team is vital to driving customer success and retention for Public Libraries across the United States. This position delivers on the promise of ensuring every customer derives maximum value from our digital solutions by actively leading customer relationships. The Customer Success Manager delivers high levels of account services through building and maintaining consultative relationships with customers as well as internal partners and cross-functional teams. In collaboration and partnership with sales, this role supports both new business and recurring revenue activities through proactive support and outreach. The team is dedicated to ensuring our public library partners gain value from their electronic resources through the integration of technology, marketing, training, and support into the relationship.

** Candidates located in CST or EST are strongly preferred **

What you'll do here:

• Proactive customer interactions include but are not limited to:
• New product on-boarding, implementation, and training, ensuring customers are fully engaged and getting the value they expect
• Creating awareness and boosting usage of Gale products
• Partnering with Sales to expose new business opportunity and ensure renewals/retention of current business
• Increasing exposure of electronic resources through web site review, marketing, promotion, and training
• Connecting libraries to support resources including website widgets, direct access URLs, database icons, promotional materials, training resources, and custom websites, MARC records, and more.
• Share creative ideas on how customers can demonstrate support resources to drive usage within their …