At a Glance
- Tasks: Support customers with onboarding, training, and engagement for digital learning tools.
- Company: Join a leading EdTech company dedicated to enhancing education.
- Benefits: Fully remote role with flexible hours and competitive pay.
- Other info: Opportunity for growth and collaboration with diverse teams.
- Why this job: Make a difference in education while working from anywhere in the UK.
- Qualifications: Experience in customer support or training, ideally in EdTech or SaaS.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a Customer Success Specialist to cover a 12‑month maternity leave. This position is fully remote and can be based anywhere in the United Kingdom, covering the North of England.
Key Accountabilities
- Customer Onboarding & Training
- Deliver post‑sale digital training and engagement support to academic customers.
- Plan and conduct onboarding and implementation sessions—both onsite and remotely—for educators, librarians, and students.
- Use global and regional onboarding tools and documentation to support customer needs.
- Maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.
- Customer Engagement & Success
- Support strategic adoption of Cengage 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 improve satisfaction 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.
- Cross‑Functional Collaboration
- Collaborate with Sales, Marketing, Product, and Technical Support teams to ensure a seamless customer experience.
- Support sales teams by monitoring usage trends and assisting with renewals.
- Provide feedback to internal teams to improve customer experience and inform product development.
- Pre‑Sales Support
- Partner with the Pre‑Sales team to support digital sales efforts by demonstrating platform capabilities.
- Assist in closing deals and provide insights into customer needs and feedback to inform sales strategies.
- Analytics & Reporting
- Track and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities.
- Maintain accurate records of customer interactions and training activities in Salesforce.
- Provide regular updates and analysis on customer activity and feedback to internal partners.
Skills You Will Need
- Graduate level education 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.
- 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.
- Demonstrated integrity, emotional intelligence, and a commitment to customer satisfaction.
Travel Requirements
The post holder might be required to travel within the assigned territory as well as outside of the assigned territory on occasion, including weekends. A valid passport and a current valid driver’s licence are required.
EEO Statement
Cengage is committed to hiring and accommodating qualified individuals with disabilities, including during the job application process. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial, or local laws.
Customer Success Specialist (Maternity Cover) in City of Westminster employer: Cengage
Cengage is an exceptional employer that prioritises employee growth and development, offering a fully remote Customer Success Specialist role that allows you to work from anywhere in the UK. With a strong focus on collaboration and customer engagement, our inclusive work culture fosters innovation and support, ensuring that you have the resources and training needed to excel in your role while making a meaningful impact in the EdTech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist (Maternity Cover) in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the EdTech and customer success space. Attend virtual events or webinars where you can meet potential employers or colleagues. Remember, sometimes it’s who you know that can help you land that dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a presentation that highlights your training and customer engagement successes. Use real examples to demonstrate how you've made a difference in previous roles. This will make you stand out during interviews!
✨Tip Number 3
Prepare for those interviews! Research the company and its products thoroughly. Be ready to discuss how your experience aligns with their needs, especially in customer onboarding and support. Tailor your answers to show you understand their challenges and how you can help.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it shows you’re proactive and genuinely interested in being part of the StudySmarter team!
We think you need these skills to ace Customer Success Specialist (Maternity Cover) in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer support and training, especially in EdTech or SaaS. We want to see how your skills align with the role of Customer Success Specialist!
Show Off Your Skills:Don’t hold back on showcasing your presentation and public speaking skills. If you’ve delivered training sessions before, share those experiences! We love seeing candidates who can engage and educate effectively.
Be Data-Driven:Since this role involves tracking customer success metrics, mention any experience you have with analytics or reporting. We appreciate candidates who can use data to drive decisions and improve customer satisfaction.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Cengage
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to monitor and analyse these metrics, as well as how they can inform your strategies for increasing product usage and reducing churn.
✨Showcase Your Training Skills
Prepare to discuss your experience in delivering training sessions, both virtually and in-person. Have examples ready that demonstrate your ability to engage customers and tailor your approach based on their needs, especially in an EdTech or SaaS context.
✨Familiarise Yourself with Digital Tools
Make sure you’re comfortable discussing various digital learning tools and platforms. Highlight your proficiency with Microsoft Office 365, Salesforce, and any Learning Management Systems you've used, as this will show your readiness to hit the ground running.
✨Emphasise Collaboration Skills
Be prepared to talk about your experience working cross-functionally with teams like Sales, Marketing, and Technical Support. Share specific examples of how you’ve collaborated to enhance customer experiences and drive success.
