The Customer Success Specialist provides expert and timely service to our customers and supports our sellers to help drive revenue growth. The CSS interacts with customers daily through phone and email, connecting them to needed content and resources and resolving issues while lightly prospecting for new and upselling opportunities. The CSS works alongside our sellers, helping them respond to customers and complete tasks to help them stay focused on their sales efforts.

A CSS is energized by engaging with people and helping them resolve challenges. They are expert systems users with a working knowledge of Sage products and services. A CSS is committed to creating experiences that delight customers and colleagues.

Scope and Responsibility:

• Responds to inbound customer support requests related to accessing our content or course materials
• Ensures instructors can access their Sage content and/or instructor resources
• Support approximately 15-20 US College sellers with sampling, support, and administrative tasks as needed
• Take on seasonal and special projects focusing on data hygiene and sales pipeline management

Customer Success:

• Answer inbound customer calls and voicemails as they are presented in the phone queue
• Monitor and promptly respond to emails sent to our customer inbox
• Sample verified instructors' Sage products for course adoption or evaluation
• Assist instructors who are unable to access their digital product samples
• Help instructors with password resets to access protected instructor resources
• Review and verify new customer profile requests as needed
• Inquire about new opportunities or digital upgrades to existing adoptions
• Actively solicit product feedback and communicate to our product teams
• Update CRM with customer and opportunity activity, new data, and needed action for sellers
• Quickly escalate any customer interactions you are unable to resolve to the manager or sales team
• Participate in ongoing training on our systems, products, and services.
• Assist sellers who are traveling, in sales calls, or out-of-office with sampling and customer support
• Help assigned sellers with administrative tasks such as entering instructor office hours, phone numbers, and account information, such as key dates.
• Complete seasonal and special projects as directed by sales management (including but not limited to data hygiene products and targeted customer outreach).
• Able to work independently in a hybrid environment coming into the office regularly to connect with colleagues

Qualifications & Education:

Any combination equivalent to, but not limited to, the following:

• Two years of college experience required; four-year degree preferred
• One to three years of experience in either sales or customer service
• Experience with software programs such as Microsoft Office required
• Experience with sales platforms like CRM and phone is preferred.
• Excellent written and oral communication skills
• Pleasant and engaging telephone manner
• Ability to effectively prioritize and multi-task
• Able to work in a fast-paced environment with frequent task-shifting
• Effective problem-solving and able to communicate step-by-step instructions
• Team-oriented with a positive attitude

If you have a disability and you need any support during the application process, please contact Lara.Weeks@sagepub.com. All qualified applicants are encouraged to apply.

Pay Transparency & Benefits Package:

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 $20.50 per hour to $23.58 per hour. 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 bachelor's 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!

Diversity, Equity, and Inclusion

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.