Engagement Specialist

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/.

As an Engagement Specialist, you will play a critical role in leading renewal and expansion for assigned accounts while ensuring the continued satisfaction and retention of our valued customers. You will be responsible for proactively engaging with customers, understanding their needs, and driving successfully securing their purchase.

Responsibilities:

• Run the end-to-end renewal for assigned customer accounts and specific opportunities through communications, customer discussions, and opportunities/quote/order management.
• Accountable for a growth number in renewal areas assigned (CTE, AP).
• Collaborate with the sales team, customer success team, and other partners to ensure a seamless renewal experience.

Build and maintain strong relationships with customers, serving as their main point of contact for renewal-related discussions. Understand customer needs, goals, and challenges to find opportunities for value delivery and address any concerns or issues. Conduct regular check-ins and proactive communication to maintain a high level of customer satisfaction. Understand customer requirements and align them with the company's offerings to drive successful renewals and expand into new course offerings with NGL solutions. Collaborate with customers to deliver/update quotes.

Collaborate internally on strategies to increase customer retention and find opportunities for upselling or cross-selling. Complete playbooks to current customers to ensure usage, renewal, and expansion.

Maintain accurate and up-to-date customer records in CRM- contacts, opportunities, and status updates. Partner with the sales team to align on renewal actions, share progress, and communicate regularly to ensure alignment as we present ourselves to the Customer.

Qualifications:

• Bachelor's degree or equivalent experience in business, sales, or a related field (preferred).
• Confirmed experience in customer-facing roles, such as customer success, account management, or sales.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Strong negotiation and problem-solving abilities, with a focus on finding great solution solutions.
• Thorough and highly organized, with the ability to manage multiple customer accounts simultaneously.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Proficiency in CRM software and Microsoft Office suite.

Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. 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. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by visiting their corresponding links.

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 [email protected] 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.

$21.25 - $34.50 USD