Digital Solutions Coordinator

Cengage - Farmington Hills, MI3.7

Full-time
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Do you dare to reinvent the future of education?
At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals.

As a Cengage employee, you will pioneer transforming the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right for you?
We bring our “A” game, unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, everything we do, we do for the learner.

As a member of the Digital Solutions Team, the primary objective for this position is to facilitate the adoption and ongoing usage of value added digital companion products by maintaining positive relationships with users of Cengage Learning digital products. This position works closely with customers (teachers, administrators, technology support resources, etc.) to proactively manage them through the process of setup, course creation, and in class usage of their Cengage Learning digital solutions. It is expected that this relationship continues through the life of the adoption or longer. This position also works with Sales and Support groups (training, technology, technical support, etc.) to maintain customer satisfaction and an appropriate level of internal visibility and collaboration.

What You'll Do Here:
Work with customers to help facilitate the classroom use of digital resources within an assigned territory
Partner with sales and technology to ensure customer needs are met and deadlines are hit
Drive high levels of customer satisfaction and loyalty
Take an active role in departmental success by being a positive productive team member
Ensure effective use of internal key support tools including Magellan to record important customer conversations or events
Monitor and meet service level targets and prioritize as necessary to meet customer timelines
Partner with manager by providing updates, status, and support trends

Skills You Will Need Here:
Required

Excellent customer service skills
Strong verbal and written communications skills
Strong listening skills
Advanced computer knowledge and capable of mastering new programs
Ability to work on multiple tasks at once and ability to meet deadlines
Team player who is highly flexible and adaptable to change
Highly-motivated and well-organized
Preferred

Bachelor’s degree
Customer support or sales support experience
Understanding of customer support technologies
Ability to work with a lot of data in excel or csv files using advanced formulas