Implementation and Training Specialist - Minneapolis at Minneapolis

Job Description

Other Locations: MN-Minneapolis

Primary Duties: SUMMARY Cengage Learning is an innovative publishing company with aggressive goals to impact education by providing industry-leading digital solutions and unparalleled customer support to our customers. The Implementation and Training Specialist (ITS) will play a key leadership role in these efforts, providing technology product training and implementation support to valued customers. The primary objective will be to help our customers effectively use Cengage Learning digital solutions products to maximum advantage. We are looking for high performing, digitally savvy and customer focused individuals to join our growing team. Position Description The ITS will have a major impact on sales performance by providing digital product training and implementation support to ensure customer satisfaction and high levels of digital product utilization. The ITS will also provide tactical and strategic support to Learning Consultants in the identification of digital product sales opportunities, introduction of Cengage products to prospective customers and development of total learning solutions that meet the customers present and anticipated future needs. The incumbent will also collaborate with District Manager, Digital Solutions Coordinators, Learning Consultants, and technology development teams to develop and execute strategies to increase sales, product activation, and customer retention. The incumbent will provide post-sale training and high level support for customers to ensure account stability and customer loyalty. The incumbent will work closely with product development and marketing teams to provide product development feedback and input from customers. Essential Duties and responsibilities

Provide pre sale support for digital product sales

• Support Learning Consultant efforts in selling digital solutions by focusing on implementation of digital products for multiple teaching and learning models.
• Model and reinforce Consultative Selling Skills framework, resulting in a targeted approach to identifying, qualifying and closing business opportunities
• Identify potential Digital Power Users and collaborate to involve them in the Cengage Learning Digital Power User Program.

Provide digital training and product implementation support for sales teams and customers.

• Provide virtual and in-person product training for customers and CL employees
• Provide direct post sale product implementation support.
• Maintain a relationship with IT administrators and digital learning specialists at key digital accounts and partner to ensure smooth digital implementation. Should maintain up to date knowledge of all systems, policies and procedures on campus that can and could affect successful implementation of digital products.
• Provide weekly post sale training and implementation updates to appropriatelearning consultantstaff and Digital Solutions Coordinator.
• Collaborate with other regional ITSs to identify significant opportunities for conducting Digital Implementation workshops with the goal of connecting successful users of our digital products to build a concrete network that can provide compelling user information to potential customers.

3. Facilitate digital implementation activities to increase digital use and customer satisfaction.

• Provide information tolearning consultantsand DSCs to ensure correct course/account/assignment set up, ISBN and shipment confirmation, and training to guarantee a smooth term start.
• Provide faculty trainings throughout summer and first 3 weeks of semesters to increase product knowledge and usage.
• Help with First Class In-Service at start of each term for targeted adoptions when possible.
• Measure customer satisfaction and focus on improvement of ratings through an exemplary customer experience.

4. Provide feedback to LRS, Product Development, Marketing, Learning Consultants and customers

• Provide editorial, sales, and marketing with competitive information and customer feedback regarding our digital solutions and print products with the stated goal of improving customer experience and efficacy of our digital solutions.
• Ensure the transfer of product knowledge to the field by working withLearning Consultantsand calling on customers.
• Identify and provide discipline/school trends to Editorial, Marketing and Product Development, resulting in the development of future sales opportunities
• Provide product market feedback to in house teams on a bi-weekly basis.
• Work with in-house teams to identify key targets for digital pilots.

Job Requirements

Required:

• BA or BS degree
• 2 or more years of successful direct sales, marketing or editorial experience
• Strong Training/Presentation skills
• Demonstrated understanding of and comfort with computer based technology
• Effective oral and written communication skills; able to communicate clearly in virtual and in-person settings
• Evidence of strong customer orientation and ability to form and build effective customer relationships

Desired:

• Experience in Higher Education sales
• Experience in the use and implementation of digital learning products in higher education settings; familiarity with Learning Management Systems (LMS) and other instructional technology highly desired
• Digital product training experience in educational settings; direct digital training experience in a higher education setting highly desired
• Flexibility and adaptability to change
• Must be able to work effectively in a group and reach decisions by consensus.

TRAVEL REQUIREMENTS

51-75%. Must be able to travel by both auto and air

~CB~

Cengage Learning is an equal opportunity employer, committed to attracting and retaining a talented and diverse workforce. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
Country: USA, State: Minnesota, City: Minneapolis, Company: Cengage Learning.