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Cengage Group Revenue Operations Manager Customer Success (Remote) in Albuquerque, New Mexico

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 diversity, engagement, and discovery

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

What you'll do here:

The Manager, Revenue Operations, Customer Success will be accountable to the development, production, and assessment of processes, key performance indicators, tools and analytics that support the US Higher Education Customer Success organization, as well as driving continuous improvement in process design and execution. This role is accountable to efficiently and consistently achieving revenue retention and customer satisfaction targets in the $500+ million dollar US Higher Ed Customer Success organization.

Furthermore, this role will collaborate with Customer Success Leadership in U.S. Higher Ed and other go-to-market peers and leaders to implement critical initiatives, including coverage models, role definitions, incentive structures, and other strategic priorities.

Responsibilities will include:

  • Working closely with US Higher Ed Customer Success Leadership on designing and driving the Customer Success go-to-market motion, focused on base customer retention and growth, including but not limited to defining and measuring priorities and relevant key performance indicators, defining roles and responsibilities, and enabling a high standard of performance management

  • Leading the development and ongoing production of sales analytics tools for both front-line professionals, management, and senior leadership

  • Crafting and implementing incentive plans, target setting and management, providing timely reporting of progress to the Customer Success organization, and ensuring smooth execution of the plans throughout the fiscal year

  • Leading cross-functional programs, providing both project management to hold partners accountable, as well as thought leadership to build consensus and shared opinions across on key initiatives

  • Provide Customer Success and Executive Leadership with data-driven, relevant insights on both in-flight and completed customer success campaigns, including recommended changes or actions

  • Working with sales leadership and partners across the organization to develop and implement pivotal initiatives, compensation design and administration, recruiting and selection of customer success talent

  • Working with other functions (e.g. Finance, HR) to support the operations, efficiency, and effectiveness of the Customer Success team

  • Cultivates an organization of continuous process improvement within the Customer Success function to enable execution of strategic priorities for the US Higher Ed business

Requirements:

  • Bachelor’s degree in Business, Operations Management, or Strategy

  • 5-10 years of experience in Marketing Operations, Sales Operations, Business Operations, or Revenue Operations

  • A deep understanding of Sales or Business Operations at both a strategic and operational level, including key performance indicator design and measurement, organization structure and resourcing, and incentive plan design and execution

  • Experience working in a go-to-market function within a SaaS organization that requires a high degree of implementation, customization, and product support

  • Excellent verbal and written communication skills and a high level of emotional intelligence and interpersonal skills

  • Proficiency in CRM design and management, including process mapping, reporting and dashboards, and creating standards operating procedures for CRM utilization

  • Program management experience and an ability to both hold cross functional project team members accountable and build consensus through thought leadership

  • A pragmatic, commercial mind-set, and a willingness to have a hands-on, sleeves rolled up approach to working with a diverse and dispersed go-to-market organization

  • Ability to effectively balance multiple assignments concurrently, including ability to assess and manage priorities

Recommended, but not required:

  • MBA or graduate degree in Operations Management

  • Experience in Higher Education industry

  • Proficiency in Salesforce.com

  • Experience in building Customer Success, Sales Operations, or Revenue Operations teams

Cengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.

Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links.

Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us 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 (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) 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.

$88,600.00 - $141,800.00 USD

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.

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