Fast Facts

Cengage Group is seeking a Technical Product Delivery Specialist to facilitate communication between product and customer service teams and identify product enhancements based on customer data analysis.

Responsibilities: Key responsibilities include managing Critical Incident processes, training new employees, and acting as a liaison between development and service teams.

Skills: Candidates should have strong interpersonal skills, the ability to multitask, and excellent written and verbal communication skills, along with a technical degree and customer support experience.

Qualifications: Preferred qualifications include 3-4 years of customer support experience, 1-2 years of deep product knowledge, and knowledge of the product delivery lifecycle.

Location: This is a virtual position based in Kentucky, USA with occasional travel (1-3 times per year) required.

Compensation: $52000 - $67600 / Annually

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/.

Position Description

This position is responsible for representing designated products and/or platforms throughout the product delivery life cycle, acting as a primary conduit for information between teams, and analyzing customer contact data to identify potential product enhancements that impact the service and support of Cengage products. Members of this team will work closely with the Technical Product Delivery Specialist Supervisor to help manage the Critical Incident and High Visibility processes.

Position Responsibilities:

• Must be well versed in the details of the product/platform product workflows. They will need to spend material time embedded with the product and tech platform teams for the purpose of gaining greater, more granular platform information.
• Act as a human conduit to facilitate information flow between Tier 3 product development teams and customer-facing service teams.
• Work in coordination with the entire TPDS team to manage the Critical Incident and High Visibility processes. This includes being well-versed in the established processes, training new Cengage employees as needed, and regularly checking in with Tech, Product, and Sales to ensure both processes are effective and meeting our customers’ needs.

Individual traits:

• Comfortable dealing with customers or potential customers.
• Comfortable dealing directly with Executive leadership.
• Strong interpersonal versatility to work across and deeply with functional groups.
• Can handle multitasking and daily changing schedules/needs.
• Able to set and manage their own daily schedule to effectively meet the demands of their job.
• Understand and empathize with the needs of their customers (internal or external) and deliver information in a way that is consumable to them.
• Comfortable providing product demonstrations and training classes.
• Excellent written and verbal skills.
• Able to create documentation for support groups.
• Demonstrated leadership skills.
• Extensive PC knowledge and/or prior IT experience necessary.
• Strong history of excellent punctuality and attendance.

Minimum Requirements:

• Bachelor’s degree in a technical or MIS related area or equivalent experience.
• 3-4 years of customer support experience.
• 1-2 years of deep product knowledge required.
• Knowledge of product delivery lifecycle preferred.
• Open to occasional travel (1-3 times per year).

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.

$52,000.00 - $67,600.00 USD