Fast Facts

The Digital Success Specialist at Cengage Group plays a vital role in enhancing the customer experience on the CIMA platform by bridging support, resolving escalations, and ensuring smooth operations for high-value clients.

Responsibilities: Key responsibilities include managing platform escalations, providing premium support to customers, generating daily reports, and creating technical documentation while working collaboratively with internal teams.

Skills: Candidates should have experience with LMS platforms, strong communication skills, and the ability to troubleshoot technical issues effectively.

Qualifications: Preferred qualifications include recent experience in customer support or account management, along with proficiency in Microsoft Office tools and CRM platforms.

Location: This is a fully remote position based in the United States with no travel required.

Compensation: $19 - $24 / Hourly

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 inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive 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 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-belonging/

What you'll do here:

• Serve as the CIMA Platform Service Expert and act as the bridge between the TPM organization and Customer Support, ITS, and Sales.
• Resolve all platform escalations from the Customer Support, ITS, and Sales teams via JIRA or Slack.
• Set up complex customized CIMA courses, such as course division.
• Provide premium support, as needed, to high-dollar-value customers.
• Work closely with TPMs on new features and technologies in the CIMA platforms, testing enhancements and optimizations to improve the user experience and platform effectiveness.
• Conduct thorough investigations into platform inconsistencies, particularly those related to seat counts and access code enrollments.
• Generate and distribute daily CIMA seat reports to ensure real-time visibility into usage and trends.
• Develop clear, concise, and comprehensive technical documentation—including user guides, manuals, API documentation, and release notes—for Customer Support, ITS, and Sales.
• Provide comprehensive training and support to internal teams on new platform features, functionality, and documentation processes, ensuring thorough understanding and adherence to guidelines.
• Act as the “voice of the customer” to inform product enhancements and user experience improvements.
• Assist the Product team in documenting workflows and seeking clarity around core processes such as content corrections.
• Contribute to the Product Team Documentation Wiki, ensuring knowledge is shared and accessible across teams.
• Submit and manage JIRA requests related to ISBN updates, including pricing rules, discounting, and sample restrictions.
• Request new product ISBNs, submit bundle creation requests, and update ISBNs through IPS.
• Maintain the CDM JIRA Dashboard to ensure visibility and tracking of ISBN-related tasks.
• Process Tremendous card requests for appropriate use cases, ensuring accuracy and timeliness.

Desired Qualities:

• Work to ensure customer satisfaction and loyalty, targeting and ensuring product usage and retention.
• Anticipate obstacles in advance, determine possible solutions, and achieve superior results. Maintain high levels of planning and organization, identifying areas of improvement to achieve the desired outcome.
• Ensure all digital adoptions are set up and deployed accurately while identifying at-risk customers. Foster proactive communication with our customers.
• Be a problem solver: actively assist the customer in obtaining the quickest resolution, provide initial troubleshooting, and ensure that digital courses are running smoothly.
• Focus on retention and renewal: work hand-in-hand with our digital customers, Customer Support, ITS, and Sales.
• Relay vital product information to schools and instructors to assist in every facet of their digital journey.
• Be willing to assist with other projects within the department, support colleagues when workloads vary, and collaborate across the organization to stay current on all things CIMA.

Skills you will need here:

• High school graduate.
• Knowledge and experience with LMS Platforms, Sharepoint, CRM Platforms, Slack, Zoom, MS Outlook, Word, Excel and PowerPoint.
• Recent and relevant experience in a relationship-based position such as a customer support or account management role.
• Strong written and verbal communication skills.
• Ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.
• Highly organized with the ability to work on multiple tasks at once, scoping out work, and creating efficient workflows.
• Takes ownership for actions and has timely follow-up on commitments.
• Ability to actively anticipate customers’ needs and aim to exceed them.
• Ability to form strong and long-term working relationships with both external and internal customers.
• Capability of correlating data to action monitoring a course's success. Research to find a resolution to provide effective instructor support.
• Dedicated to exceeding customers’ expectations, anticipating needs, and focused on improving service.
• Teammate who is positive, highly flexible, and adoptable to change.
• Strive for superior results and constant process and self-improvement.
• Proven ability to work independently.

Milady, a Cengage Group Company, is the leading provider of beauty and wellness learning solutions for schools worldwide. We have been influencing the beauty education industry ever since our founder started his own one-man barbering supply business nearly a century ago. Today, we are proud to redefine the standards of being a professional and explore the endless possibilities of beauty's impact on individuals, communities, and the world. Join Milady and be part of a team that is transforming the education industry. To learn more about Milady and our vision, visit milady.com/about.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [email protected] or 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.

$19.00 - $24.00 USD