Sales Support Specialist

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 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/

We are seeking a dedicated and meticulous Sales Support Specialist (SSS) to join our dynamic team. This unique position supports our sales representatives in both operational and digital capacities. Key responsibilities include aiding with administrative tasks, providing exceptional customer care, troubleshooting technical issues, and optimizing digital platforms.

The ideal candidate will thrive in a collaborative environment, possess strong communication skills, and have a passion for customer care and results. This role offers an excellent opportunity for individuals interested in gaining customer-facing experience and considering a future career in sales. If you have remarkable organizational abilities and can manage various projects while providing outstanding service to customers and team members, consider joining our passionate team. This could be the perfect opportunity for you!

• Support Sales Operations: Help the team with internal requests and daily operations to secure the achievement of the sales effort.
• Effective Communication: Coordinate and communicate effectively with sales personnel and customers via phone and web conferencing.
• Maintain Business Relationships: Provide updates on content, support interactions, manage orders, and assist faculty with digital solutions needs.
• Proficient Use of Technology: Use technology communication tools proficiently to support operations.
• Build Lasting Relationships: Employ clear, concise, and professional communication to establish and uphold connections with crucial individuals throughout designated accounts.
• Focus on Digital Journey: Ensure correct digital product setup and fulfillment, focusing on enhancing the digital customer journey.
• Technical Troubleshooting: Diagnose and troubleshoot reported customer technical issues effectively.
• Data Analysis: Pull and analyze reports from internal systems to assist with opportunity and territory analysis.
• Issue Resolution: Help diagnose the root cause of technical issues and navigate organizational processes to achieve resolution.
• Commitment and Ownership: Follow through on commitments, demonstrate a clear sense of ownership, and take personal responsibility for decisions, actions, and outcomes.
• CRM Maintenance: Update and maintain the CRM as needed.
• Collaborative Efforts: Work efficiently with internal and external contacts to support the sales team in achieving sales goals.
• Other duties as assigned by management.

• Associate degree or equivalent experience with a successful record of accomplishment desired; At least two years of successful sales, technical support, customer service, or proven experience preferred
• Exceptional written and verbal communication skills
• Strong problem-solving skills with the ability to communicate next steps clearly
• Highly flexible and adaptable to change
• Ability to build and maintain strong relationships with key customers
• Proficiency in PC and Microsoft Office applications
• Experience working with digital products/applications
• Demonstrated experience managing business needs and planning
• Proven track record of independently balancing multiple tasks and priorities

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.

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.