Customer Success Consultant West

Job Locations US-CA-Los Angeles | US-CA-Los Angeles | US-CA-San Francisco
Posted Date 2 weeks ago(10/16/2020 10:24 AM)
Requisition ID
Job Function


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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 for 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.


What You'll Do Here:

As a member of the National Geographic Learning (NGL) Sales Team, the Customer Success Consultant  (CSC) is a new specialist position that engages with our sales team, NGL resources across the organization, and with School (Pre-K 12) customers, on our market leading print/digital solutions.


The CSC works with the Regional Sales team to facilitate sales of our digital products, increase digital capacity as well as serving as the digital advocate for customers, field sales and the overall organization. This position will also drive successful activation, implementation and utilization of our digital products to improve outcomes for students  


The CSC will be actively involved in the coordinating of NGL resources such as marketing, product, technology. The CSC will need to demonstrate awareness of curricular trends, knowledge of State and/or National Standards and to ensure NGL is leveraging all capabilities to ensure sales and customer success.


The CSC heavily influences customer selection of NGL solutions by creating, customizing, and delivering high quality sales presentations at a State and a Local District level, developing and delivering pre and post sales implementation coaching to our internal teams and training to our customers (including web based training) and customer service, as well as creating NGL workshops and awareness sessions (as needed) to promote the NGL products. This position will actively participate in a collaborative process to effectively launching new products to sales teams and customers. The CSC is accountable to regional sales performance but reports to the Customer Success Director or Customer Success Associate Manager. The CSC must believe in the joy of learning and the power of education.

  • As a regional team member, the Customer Success Consultant  conducts customized digital sales presentations that are engaging, highly focused on digital capabilities, and result in the selection of NGL solutions.
  • The CSC will serve as the digital expert on all platforms, focusing on how our software works. The CSC will utilize that expertise to provide first class internal digital training and support with our sales teams.
  • The CSC will support Digital Fulfillment by leading conversations with district contacts regarding their needs and assist with Digital Fulfillment implementation.
  • The CSC will confer with customers and engineering partners to assess solution needs, determine system requirements, and manage customer relations by soliciting and logging feedback and evaluating the data we receive.
  • The CSC is responsible for facilitating training sessions (live, virtual, asynchronous) that result in successful implementation of NGL products in the K12 classroom to drive usage of NGL digital solutions in the learning experience.
  • The CSC assists in Digital Sales by completing local district digital questionnaires, technical requests and RFP and RFI’s with clear and accurate responses.
  • Coaches/trains/certifies Sales Consultants and Regional Managers on curriculum, digital trends, and NGL digital solutions.
  • Through a collaborative effort, develops customer facing sales enablement tools and internal guides to demonstrate the power of NGL curriculum and digital solutions across Pre-K-AP spectrum.
  • Researches the industry on an on-going basis to know what changes may be on the horizon that will impact current and future sales.
  • Collaborates with sales teams on State and Local District submissions to ensure all materials are complete. Reviews correlations and gathers information and offers input on competitive analysis in addition to reviewing 3rd party data (such as EdReports) as needed.
  • Twice a year, the Customer Success Consultant collaborates with the Regional Manager and NGL marketing to produce the regional sales plan for math.
  • Integrates, collaborates and communicates with Regional Managers, Sales Consultants, and the other Customer Success Consultant s. Maintains a list that reports sales activities and is highly accountable to and for the sales of the region.
  • CSC will be a generalist but a champion/lead for a specific diCSCipline so there is a two directional flow between sales and marketing/product of information and feedback. CSC would be actively involved in the creation of sales enablement tools for that diCSCipline.

Skills You Will Need Here:

  • Bachelor’s Degree in Education
  • 5 years of related experience in teaching, training, presenting or selling particularly in educational publishing and/or educational technology environment.
  • Curriculum expertise in one or more subject areas.
  • Strong training / presentation skills.
  • Evidence of strong customer orientation and ability to form and build effective customer relationships.
  • Ability to communicate clearly in virtual and in-person engagements and in writing.
  • Flexibility and adaptability to change.
  • Strong attention to detail and organizational skills.
  • High level of proficiency in Microsoft Office (PC) and or iWorks (MAC), Outlook and Adobe PDF files.
  • Demonstrated understanding of and comfort with LMS Systems and IMS Global Standards as it relates to LTI or OneRoster standards.
  • Demonstrated understanding of Student Information Systems and impact to collection of Data from Districts
  • Demonstrated understanding of and comfort with computer-based technology and mastering new technologies
  • Position involves frequent lifting and moving of materials. Boxes weigh up to 50 lbs.
  • Ability to travel overnight, approximately 50-70%; must be able to travel by both auto and air


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