Overview

The Customer Engagement Specialist (CES) will serve as a primary point of contact for all activities supporting the successful setup, onboarding, and retention of customers using Sage digital learning platforms. The CES will oversee the customer experience from initial adoption through ongoing renewal and will seek to optimize ongoing customer usage. With a deep understanding of the customer journey and Sage digital product requirements, the CES is a key resource to support the future growth and development of Sage’s digital product catalog.

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.

We believe that diversity is a cornerstone of a vibrant culture. We want SAGE to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.

Essential Job Functions & Responsibilities

Customer Onboarding & Retention

• Lead client-facing onboarding sessions. Demonstrate to customers how to customize and best utilize Sage learning platforms to fit individual course requirements during virtual trainings.
• Assist current users with questions related to support and best practices during virtual Office Hours.
• Provide world class service to assigned customers throughout the adoption lifecycle. Triage instructor support needs and escalate issues to advanced support personnel as needed.
• Contribute to goal achievement for Sage digital learning platforms by reaching assigned annual targets for usage, retention, and revenue growth.
• Work with Sage Sales and Marketing teams to ensure continued use of Sage digital learning platforms. Provide key data from customer database and work with internal stakeholders on proactive customer outreach programs.

Internal Collaboration

• Provide expert insight on how customers are using Sage digital learning platforms and contribute to overall product planning and development. Work collaboratively with Editorial, Product Management, Marketing, Sales, and IT to ensure digital platform updates and enhancements are best serving our customers.
• Collect feedback and customer insight on the user experience and share findings with the Sage Product Management team for use in future product roadmap management.
• Collaborate with Sales Management, Sales Engineers, and Data Analytics teams to develop strategies that will increase utilization of digital platforms to optimize value for customers and revenue for Sage. Contribute to the development and implementation of new initiatives to improve customer engagement and retention.

Required Qualifications

Qualifications & Education

• Bachelor’s Degree or equivalent work experience in Customer Success or Sales along with completion of some college-level coursework.
• 2-3 years of work experience in Customer Success or Sales, preferably within an educational, publishing, and/or technology-related field.
• Experience leading in-person and/or virtual customer training sessions.
• Microsoft Office Proficiency: Microsoft Word, Excel, PowerPoint
• Demonstrated ability to collaborate effectively across departments to achieve goals and meet deadlines.

Preferred Qualifications

Technology Skills

• Work experience with at least 1 Learning Management System (LMS) -- BlackBoard, Moodle, D2L, Canvas. Knowledge of, and experience with, Learning Tools Interoperability (LTI) and assessment metadata standards.
• Familiarity with adaptive learning and assessment platforms.
• Familiarity with data analytics platforms such as PowerBI.

Interpersonal Skills

• High attention to detail with a commitment to providing best-in-service delivery.
• Ability to work effectively and harmoniously with authors, freelancers, and internal staff.
• Excellent communication skills.
• Ability to effectively make presentations to internal/external groups.
• Positive attitude

Circumstances

• Some travel may be required
• Effective listening, verbal, and written communication skills
• Develop and maintain process documentation and quality assurance protocols
• Creative thinker who can work within practical boundaries
• High organizational skills
• Commercially minded
• Ability to set and follow through on priorities
• Ability to work on multiple projects at once and multi-task
• Ability to reason, problem solve, and make effective decisions
• Ability to effectively manage time to meet deadlines and work professionally
• Ability to foresee trends, situations, or problems
• Ability to read, comprehend, analyze and interpret concepts, reviews, etc.
• Ability to maintain confidentiality and work with diplomacy
• Ability to work with constant interruptions
• Confident
• Proficient analytical and mathematical skills

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. SAGE is proud to be an equal opportunity workplace and is an affirmative action employer.

Compensation at SAGE is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. We anticipate the minimum full-time salary range for this position to be between $ 64,480 - $80,080.00 . Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.

In addition to compensation, SAGE offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with SAGE covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, SAGE offers financial support for bachelors and graduate-level degree programs as well as learning for personal interest.

SAGE offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 SAGE employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We’d love to meet you!

SAGE U.S. Diversity, Equity, and Inclusion (DEI) Charter

Sage Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.

We believe that diversity is a cornerstone of a vibrant culture. We want Sage to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.

Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.

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