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(Solo Quedan 24h) Digital Learning Solutions Specialist...
beBeeSuccessTenochtitlán, MXHace 10 días
Descripción del trabajoSupport strategic adoption of resources through proactive customer engagement. Monitor customer success metrics and develop action plans to increase product usage and reduce churn. Collect and act on customer feedback to boost happiness and engagement. Provide timely and effective support as a key point of contact for customer inquiries. Promote digital platforms through training, events, and ongoing engagement initiatives. Collaborate with Sales, Marketing, Product, and Technical Support teams to guarantee a seamless and influential customer experience. Support sales teams by monitoring usage trends and assisting with renewals. Share feedback with internal teams to boost customer experience and contribute to product development. Partner with Sales to support digital sales efforts by demonstrating platform capabilities and assisting in closing deals. Understand customer needs and respond accordingly to influence sales strategies and product improvement. Monitor and evaluate customer usage data, health metrics, and feedback to pinpoint trends, risks, and opportunities. Maintain accurate records of customer interactions and training activities in Salesforce. Share frequent updates and analysis on customer activity and feedback with internal collaborators. Graduate degree or equivalent relevant work experience. Proven experience in training, customer support, or solutions-based roles, ideally within EdTech, SaaS, or publishing industries. Strong understanding of digital learning tools within academic libraries, higher education or ELT landscape is highly desirable. Excellent presentation and public speaking skills, with experience delivering both virtual and in-person training. Demonstrated ability to absorb and maintain extensive product knowledge across a diverse portfolio. Proficiency with Microsoft Office 365, Salesforce (or similar CRM), Learning Management Systems (LMS), data visualization tools, and video capture software. Strong customer orientation with a track record of delivering high-quality service and building effective relationships. Excellent problem-solving, communication, and collaboration skills. Familiarity with data integration and customer onboarding workflows. Displayed integrity, empathy, and a dedication to customer satisfaction. The employee may need to travel within the designated region and occasionally beyond. Travel could also occur on weekends. A valid passport is required for travel by the employee. The post holder should be proficient in spoken and written English (knowledge of other languages is a plus). Hold a current valid driver's license.
Job Overview
Learning institutions worldwide partner with us to enhance student outcomes.
Our company empowers educators, librarians, and learners through accessible digital solutions that foster a love of learning.
We value diversity, engagement, and discovery in our culture.
Cultivating an inclusive and diverse workplace is vital to our success and individual well-being. We recognize the benefits of diverse perspectives in all aspects of our business and strive to empower employees from various backgrounds to share their ideas and bring their authentic selves to work.
Our approach prioritizes inclusivity through integrated programs, benefits, and initiatives seamlessly woven into daily operations.
Key Responsibilities
Customer Onboarding & Training
- Provide pre- and post-sale digital training and support to academic customers.
- Coordinate and lead onboarding and implementation sessions—both onsite and remotely—for educators, librarians, and students.
- Utilize global and regional onboarding tools and documentation to meet customer needs.
- Conduct onboarding and training sessions to ensure proficient utilization of digital products by customers.
- Maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.
Customer Engagement & Success
Cross-Functional Collaboration
Pre-Sales Support
Analytics & Reporting
Required Skills and Qualifications :
Benefits :
Others :
At Cengage Group, we strive to create an inclusive workplace culture where every individual feels valued and empowered to grow.
About Cengage Group
As a global education technology company, we serve millions of learners worldwide with affordable, quality digital products and services that equip students with the skills and competencies needed to succeed in their careers.
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Solo Quedan Learning • Tenochtitlán, MX
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