Cengage Group

Customer Support

• Handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat.
• Navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries.
• Identify and report on trends that lead to improvements to our products, services, processes and websites.

Customer Support Associate

IT Support

• Provide live and non-live support for a variety of digital solutions we offer
• Use administrative tools to assist in the analysis of technical issues reported by customers
• Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage’s digital solutions, including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc.
• Identify issues with digital solutions that require further software development/intervention and forward to the appropriate group
• Identify customer feature requests and communicate upwards appropriately
• Fully and accurately detail customer interactions using a ticketing system
• Provide clear and accurate written and verbal directions to customers and partners

Technical Customer Support Associate – Monday to Friday, 11:00AM to 7:00PM

Manager

• Lead a profitable product line and develop strategic business plans.
• Provide product leadership, representing the portfolio and customers across audiences.
• Use data to make market-informed business proposals, take mitigated risks, and guide strategic decisions.
• Defines long-term goals based on research and trends, and sets metrics-driven milestones, making connections across datasets and courses to devise solutions to complex business challenges.
• Balance experience, market knowledge, and insights to make impactful decisions and long-term plans.
• Translate priorities into organized end-to-end development plans with budgets, resources, performance goals, and key checkpoints.
• Provide project team direction, facilitating effective communication, and ensuring timely delivery of multiple products simultaneously within scope and budget.
• Cultivate an environment of creativity and collaboration.
• Deliver quality learning experiences to students and instructors.
• Establish and maintain relationships with key authors and adoption decision makers to gain customer insights, strengthen adoptions, and identify new talent.

Portfolio Manager

• Provide live and non-live support for a variety of digital solutions we offer.
• Use administrative tools to assist in the analysis of technical issues reported by customers.
• Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage’s digital solutions, including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc.
• Identify issues with digital solutions that require further software development/intervention and forward to the appropriate group.
• Identify customer feature requests and communicate upwards appropriately.
• Fully and accurately detail customer interactions using a ticketing system.
• Provide clear and accurate written and verbal directions to customers and partners.

Technical Customer Support Associate, Night Shift

Learning and Development

• Define and implement an enterprise-wide Learning & Development and Performance Management strategy aligned to business priorities and AI transformation.
• Supervise a team responsible for learning, leadership development, performance management, and employee engagement initiatives.
• Design and scale impactful learning programs, including:
• Leadership development at all levels
• Change management training to support organizational transformation
• Drive new performance management processes that are customer-centric and efficient.

Senior Director – L&D and Performance

Customer Success Manager

• Play a dual role as a strategic individual contributor while also supporting team-level initiatives
• Lead a regionally aligned team focused on delivering exceptional outcomes for both customers and the business
• Span the full customer journey—from acquisition to implementation, engagement, and renewal
• Collaborate closely with sales, training, and support teams to ensure seamless customer experiences and measurable results

Manager, Customer Success Consultants

Designer

• Serve as the learning design specialist, collaborating with the Manager, Academic Design to identify and detail content requirements
• Collaborate with Portfolio Managers to review analytics on previous product editions to understand user behavior and make recommendations
• Cultivate innovation and quality, looking for opportunities to improve the lives of our learners through quality learning design
• Use shared templates and processes to take the product from hypothesis to implementation, including evaluating content for pedagogical appropriateness
• Develop and maintain cross-project documents, such as Course Objective Hierarchy
• Collaborate with peers, using interpersonal savvy in problem-solving, making trade-offs, and building rapport
• Communicate optimally, through strong verbal and written skills, including audience-centric analysis, persuasion, influence, and documentation
• Stay updated with the latest pedagogical research and high-stakes test demands to inform product design and train teams
• Successfully balance multiple projects simultaneously in a dynamic, international, remote-work environment
• Apply Cengage’s quality learning standards to products, solutions, and daily work, adopting opportunities for continuous improvement

Learning Designer

• Serve as the learning design specialist, collaborating with the Manager, Academic Design to identify and detail content requirements, leading to key planning documents, including learning plans, prototypes, component charts, and the scope and sequence.
• Collaborate with Portfolio Managers to review analytics on previous product editions to understand user behavior and make recommendations.
• Cultivate innovation and quality, looking for opportunities to improve the lives of our learners through quality learning design.
• Use shared templates and processes to take the product from hypothesis to implementation, including evaluating content for pedagogical appropriateness.
• Develop and maintain cross-project documents, such as Course Objective Hierarchy.
• Collaborate with peers, using interpersonal savvy in problem-solving, making trade-offs, and building rapport.
• Communicate optimally, through strong verbal and written skills, including audience-centric analysis, persuasion, influence, and documentation.
• Stay updated with the latest pedagogical research and high-stakes test demands to inform product design and train teams.
• Successfully balance multiple projects simultaneously in a dynamic, international, remote-work environment.
• Apply Cengage’s quality learning standards to products, solutions, and daily work, adopting opportunities for continuous improvement.