Cengage Group

We believe in the power and joy of learning

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 culture values diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/.

Purpose of the role

Digital Product Trainer will drive usage and retention of Gale’s digital & eLibrary products by delivering onsite and remote training, onboarding, and implementation support for academics, librarians, students, and sales staff. The role focuses on ensuring customer satisfaction, product adoption, and 100% renewal across India. The incumbent will collaborate with the Gale India Sales team on account planning, providing pre- and post-sale support, and developing strategies to enhance activation, customer loyalty, and sales objectives. The incumbent has knowledge of Adobe Captivate, Camtasia, and Vidyard for creating training materials.

Key Accountabilities:

• Develop and uphold a deep understanding of a vast and rapidly growing range of products to showcase items within the complete academic product lineup.
• Provide digital training and product engagement support for customers in both pre- and post-sales efforts. In each situation, the aim is to meet and exceed customer expectations, as well as being alert to commercial service opportunities.
• Effectively plan and provide customer implementation and training sessions, both onsite and remotely.
• Provide direct post-sale digital product implementation support to customers through a deep understanding of their curriculum needs.
• Provide monthly post-sale training and engagement updates to the reporting manager, and daily updates to Salesforce regarding your customer work.
• Provide quarterly check-ins to monitor the success of customers and develop action plans aimed at retaining customers and providing interventions to get usage back on track, if needed.
• Coordinate with sales representatives and others to ensure strategic adoption of Gale & eLibrary resources at accounts.
• Take necessary steps as necessary to improve customer experiences.
• Provide feedback to Product, Marketing, and Sales through the Weekly Market Feedback mechanism in Salesforce. Share competitive info, customer feedback with teams to improve digital solutions, customer experience, and engagement, and discuss trends.
• Seek out and build strong relationships with faculty (primarily) and librarians across Universities in India (the Gale Outreach & Engagement team works closely with universities and colleges that have purchased our resources to help them get the most out of the content)
• Design and develop course correlations and faculty research area alignments, as well as LibGuides that generate usage on Gale resources.
• Create and maintain training materials in a shared team library.
• Represent Gale & eLibrary products at key industry events such as conferences, exhibitions, and tradeshows.
• Develop conference program proposals that integrate the top academic guidelines and Gale content/resources.
• Use various channels to promote training & engagement activity, especially contributing to Gale’s Academic Blog and social media channels, including co-authoring Case Studies/whitepapers with Academics.
• Maintain a close working relationship with the Gale North America and EMEA training and support teams.

Travel Requirements:

• Flexibility to travel is essential as this role will require travel throughout India, and some travel outside the territory for conferences. Travel may occasionally occur on weekends. Travel required up to 10-15 days per month

Qualifications

• PhD and Master's degree or equivalent experience are preferred
• 3 or more years of successful direct sales, higher education, customer success, marketing, or training experience (sales experience requires consistent goal achievement)

Skills/Knowledge

• Knowledge or experience of Library Sciences/ information services industry.
• Strong Training/Presentation skills. Significant public speaking experience and have proven group facilitation, project management and client retention skills, proven training experience, ideally within the information or publishing industry.
• 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 to enhance your ability to work with numerous academics and librarians.
• Evidence of strong customer orientation and ability to form and build effective customer relationships.
• Ability to modify training course design & delivery, even mid-course, to suit the audience.
• Advanced knowledge of MS Office Suite and be web proficient
• Ability to use PowerPoint as a training backdrop not as a delivery tool.
• Strong personal organization and travel planning skills are a must.
• Familiarity of library research solutions
• A customer-focused attitude
• Excellent listening skills with the ability to manage relationships between key partners within large academic institutions.
• Capacity to absorb product information, and to maintain and develop extensive product knowledge.
• Passion with a self-motivated, dynamic demeanor.
• Ability to connect with all levels of personnel, both internally and externally, and with both native and non-native English speakers.
• Possess genuine passion and interest in the humanities.
• Flexibility and adaptability to change.
• Ability to travel overnight; must be able to travel by train, auto and air. Travel Requirements: approximately 10-15 days per month. Travel may also on occasion take place over weekends.

Note: Selected candidates are requested to enter their Official Name exactly as per Aadhar and UAN records (along with last name) during the hiring process. This is essential to ensure accuracy and avoid any discrepancies during onboarding.

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.