85 Customer Relationship Management jobs in The Bronx

**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 inclusion, engagement, and discovery**
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 .
Location: Remote or Hybrid (Territory-Based)
**ABOUT THE ROLE**
As a Manager, Customer Success, you will play a dual role-serving as a strategic individual contributor while also supporting team-level initiatives and best practices. You'll be part of leading a regionally aligned team focused on delivering exceptional outcomes for both customers and the business. Your work will span the full customer journey-from acquisition to implementation, engagement, and renewal-ensuring every district becomes a lasting partner.
In addition to managing a portfolio of top-revenue Core and Gale adoptions, you'll contribute to team success by mentoring peers, sharing insights, and helping refine processes that drive scalable impact. You'll collaborate closely with sales, training, and support teams to ensure seamless customer experiences and measurable results.
**What You'll Do Here:**
**Customer Acquisition & Onboarding**
+ Partner with sales to support pre-sale discovery, messaging, and success planning
+ Help districts understand the value of Core and Gale solutions and how they align with instructional goals
+ Lead onboarding and implementation, ensuring a smooth transition and early success
**Strategic Account Management**
+ Serve as the quarterback for large adoptions-coordinating internal teams and district stakeholders
+ Build strong relationships with district leaders and align product use with their strategic priorities
+ Monitor usage data and feedback to drive engagement and identify opportunities for growth
**Tiered Engagement Model**
**High Touch Adoptions**
+ Conduct quarterly or monthly partnership meetings
+ Deliver custom monthly outreach, training, and support
**Medium Touch Adoptions**
+ Conduct 1-2 strategic check-ins per year
+ Provide scaled outreach and onboarding support as capacity allows
**Low Touch / Scaled Adoptions**
+ Deliver curated content via newsletters, webinars, and asynchronous resources
+ Promote self-service enablement
**Retention & Expansion**
+ Strategically drive renewals and seat expansion by demonstrating value and aligning with district goals
+ Identify and act on opportunities to increase adoption footprint within districts
+ Advocate for the customer internally and ensure a seamless, high-impact experience
**Team & Process Leadership**
+ Share best practices and insights to improve team workflows and customer outcomes
+ Support onboarding and coaching of team members
+ Contribute to cross-functional initiatives that enhance the customer success experience
**What You'll Need:**
+ 3+ years of experience in customer success, account management, or educational consulting
+ Strong understanding of the K-12 education landscape and instructional technology
+ Proven ability to drive business outcomes while delivering outstanding customer experiences
+ Excellent communication, presentation, and relationship-building skills
+ Proficiency with CRM systems, virtual meeting tools, and EdTech platforms
**Preferred**
+ Background in education or EdTech
+ Experience with digital content platforms (e.g., Gale)
+ Background in instructional design or professional development for educators
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 or at .
**About Cengage Group**
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.
$67,100.00 - $87,500.00 USD
**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.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

The Customer Success Associate ("CSA") - Account Manager is a member of the Account Services Department within CT's Business Licensing ("BL") Team. CSA is responsible for managing the relationship with the client by acting as their primary point of contact within the BL Team, while also overseeing and directing the fulfillment of any BL work ordered by those clients
**Responsibilities:**
+ Manage the relationship and fulfillment of work for anywhere between 5-150 clients (varies based on required communication as well as volume of BL work)
+ Establish, maintain and develop the relationship between Business Licensing Team and the client
+ Receive new order/project requests from clients and partner with onboarding to have those orders set up in our system
+ Provide regular status updates to the customer for any pending projects/renewals
+ Expertly handle approximately 50-75 new emails daily in an accurate, timely, and courteous manner
+ Schedule and lead client meetings to discuss ongoing projects, as needed
+ Ensure that the integrity of the license records and client data/documents remains intact throughout the course of the relationship
+ Work with internal and external clients to resolve any barriers to licensure and ensure customer satisfaction
+ Anticipate client needs and follow through with upsell opportunities
+ Operate efficiently within an internal collaborative team environment
**Other Duties**
+ Other duties as assigned.
**Job Qualifications**
+ Education: Minimum Bachelor's degree, or equivalent experience
+ Experience: 1-2 years of customer service and/or licensing experience is required
**Other Knowledge, Skills, Abilities or Certifications:**
+ Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
+ Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
+ Ability to adapt to changing regulatory environment
+ Ability to work independently, handle pressure, multi-task and prioritize work at all times
+ Excellent organizational and communication (both verbal and written) skills
+ Ability and desire to work in a fast paced environment
+ Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
+ Excellent attention to detail and high degree of accuracy and consistency
+ Top of the line organization skills in all facets of project workflow
+ Superb time management skills
+ Ability to maintain a customer centric focus and work ethic at all times
+ High energy, positive mindset with ability to see barriers as a challenge to be overcome rather than a limitation or deterrent
+ Excellent project management skills
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

The Customer Success-PM will work within the Established Business department managing his/her own account(s). The Project Manager in conjunction with the Chief Marketing Officer will be responsible for the management of client relationships, client satisfaction, account growth, client retention and successful launch of a PO from inception to execution. The key objectives of this position are to contribute to the growth and profitability of Multi-Pak by effectively working with the team that executes purchase orders and ensuring the accuracy of such orders by way of communication throughout the organization.

Strategically, this position will be held accountable for delivering monthly sales goals and assessing profitability of the products run at Multi Pak Packaging. They will evaluate profitability and recommend the appropriate next steps in order to meet company goals.

The PM will be required to understand the basics of the manufacturing process from beginning to end for multiple packaging lines. This not only requires the PM to understand the packaging functions but also requires each PM to have an understanding of componentry options, substrates and line designs. Each PM will be required to be as versatile as possible within different packaging capabilities (bottle, blister, pouch, secondary packaging) as this allows for flexibility within the Established Business team and allows PMs to manage account(s) where multiple packaging capabilities are utilized.

PMs will be required to understand and analyze forecasting, margin analysis, pre & post production runs, product trends, and product profitability.

The ideal candidate will need to be highly proactive when responding and evaluating concerns with the client, their product, and delivery. They will be highly interactive working alongside multiple departments within the organization on all the day to day needs of their client(s). They will be responsible for keeping the organization informed of client priorities and any issues that may arise.

They will be integral in cultivating temporary and permanent solutions for all steps of the production process including but not limited to unexpected client asks. Exceptional oral and written communications skills and personal drive are essential for the success of this role.

RESPONSIBILITIES:

Essential Functions:

Sales

• Drive Sales in order to meet the monthly budgets.
• Knows essential responsibilities and requirements for their respective clients.
• Provide accurate monthly forecasts.
• Understand portfolio margins.
• Lead client status meetings.

· Lead client Quarterly/Semi-Annual Business Reviews.

· Participate in the Annual Pricing Review.

Operations/Supply Chain/Planning

· Work closely with other departments for scheduling/coordinating of the packaging schedule for Purchase Orders.

· Assist with other logistics functions namely purchasing, receiving, inventory control, disposals and shipping as needed to ensure the proper scheduling and completion of a PO.

· Ensure that the materials released for use in Production are in house, meet the client specifications, and are of sufficient quantity to fill the Purchase Order.

· Understand the implications of the production schedule on delivery dates. Assist Planning with the master production schedule to reflect correct completion dates.

· Maintain consistent awareness of the inventory based on client needs, predicting their needs ahead of time to assist with efficiency.

· Work with the Production Team to develop and drive production goals.

· Work with Production team to offer suggestions for efficiencies.

Quality

• Familiarity with cGMP and FDA regulations for OTC and Nutritional Supplements.

Nonessential Functions/Demands:

• Maintaining organized workplace.
• Dressing appropriately for a manufacturing environment.
• Performing other related duties as assigned.
• Providing assistance to the Chief Marketing Officer, CEO & Director of Client Services when needed.

QUALIFICATION REQUIREMENTS:

· Bachelor’s Degree

· 5+ Years Relevant Experience

· Ability to work independently while presenting and rolling up necessary information to appropriate management.

· Ability to motivate and build strong relationships with internal team members as well as with clients.

· Outgoing and confident personality

· Strong attention to detail

· Excellent time management & project management skills

· Excellent analytical skills

· Team player

· Proactive thinker. Ability to identify potential issues beforehand and raise them to management with possible solutions.

· Maintains a high level of personal responsibility and ownership of their work.

· Flexible in terms of job’s demands

· Possess excellent math, English and writing skills

· Proven ability to multitask, re-prioritize and manage projects with strict deadlines from beginning to completion.

· Advanced Excel knowledge

· Excellent problem-solving skills and can easily revise a plan when needed.

· Excellent presentation skills which include public speaking

REPORTING RELATIONSHIP:

• Manager: Assistant Director of Client Success

• Managerial Responsibility: N/A

PHYSICAL/MENTAL DEMANDS:

· Must be able to remain in the stationary position 80% of the time.

· The person in this position may need to frequently move about inside the office to access office machinery, file cabinets, etc.

· The person in this position is required to communicate to all other departments and must be able to exchange accurate information in these circumstances.

· Travel to clients as needed.

Salary Range: $75k - $80k

100% On-site

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.
**Your role and responsibilities**
HashiCorp, an IBM Company, seeks an experienced Sr. Critical Accounts Program (CAP) Manager passionate about driving operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! In this role, you will support customers by resolving complex issues beyond standard procedures, escalating concerns when necessary, and ensuring they maximize the value of HashiCorp solutions. CAP Managers play a crucial role in mitigating risks and driving positive customer outcomes.
As a Sr. CAP Manager, you will foster collaboration and alignment within the Technical Field Operations (TFO) organization and across cross-functional teams to achieve optimal customer results. Success in this role requires the ability to scale processes effectively, navigate dynamic environments, and demonstrate exceptional interpersonal skills.
Responsibilities:
● Assemble and drive cross-functional teams across multiple time zones to develop and execute structured action plans that resolve critical customer issues, drive de-escalation strategies, and prevent future risks.
● Collaborate with account sales teams to proactively identify, manage, and mitigate customer consumption risks, ensuring long-term success and expansion opportunities.
● Communicate risk status effectively to both internal and external stakeholders, ensuring transparency and alignment.
● Engage executive leadership on high-risk escalations, providing visibility, strategic insight, and resolution strategies.
● Develop a deep understanding of customers' technical environments and strategic initiatives to provide tailored guidance that aligns with business goals.
● Understand, document, and track customer risk factors to provide tailored solutions, guidance, and engagements while maintaining account health scores and escalation status using Gainsight and other internal tools.
● Own risk documentation, status tracking, dashboards, and communication between stakeholders to drive successful remediation of our customers' risk
● Partner with leadership and operational teams to prioritize and implement efficiency improvements.
● Work cross-functionally with Support, Product, and Engineering teams to translate customer risk into feature enhancements that improve product offerings.
● Resolve technical problems and business relationship issues in critical accounts
**Required technical and professional expertise**
● Experience: +5 years of experience in Technical Account Management (TAM), Customer Success Management (CSM), Program Management, or a related customer-facing technical role.
● Technical Expertise: Technical familiarity with HashiCorp solutions or related technologies in areas such as Infrastructure Automation, Identity Management, or DevOps.
● Communication Skills: Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and articulate complex technical issues clearly to diverse audiences.
● Problem-Solving Skills: Demonstrated ability to analyze complex technical and business challenges, develop innovative solutions, and drive resolution in high-pressure situations.
● Collaboration: Experience working cross-functionally with Product Management, Support, Engineering, Professional Services, Technical Success, and Sales to drive customer success and reduce churn.
● Resilience & Adaptability: Proven ability to remain composed in high-stress situations, adapt to change, and work effectively in ambiguous environments.
● Interpersonal & Relationship Management: Strong interpersonal and relationship-building skills, with the ability to navigate diverse personalities, understand varying perspectives, and approach customer challenges with empathy and emotional intelligence.
● Remote Work & Autonomy: Comfortable working in a remote, high-autonomy environment while managing multiple high-priority escalations and coordinating cross-functionally.
**Preferred technical and professional experience**
● Technical Certifications: Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL) or similar frameworks are a plus.
● Enterprise Account Experience: Experience managing enterprise-level accounts, navigating complex organizational structures, and driving strategic customer engagements.
● Risk & Escalation Methodologies: Experience applying structured escalation and risk management frameworks in high-stakes customer environments.
● Project Management Methodologies: Proficiency in Agile, Waterfall, Scrum, Kanban, Lean, or hybrid project management approaches to drive efficiency in issue resolution.
● CRM & Case Management Experience: Experience working with customer relationship management (CRM) tools and case management solutions such as Gainsight or Salesforce.
● Education: Bachelor's degree in a technical field (Computer Science, Engineering, Information Technology, IT Risk Management) or equivalent practical experience.
● CAP: Experience as a Critical Accounts Program (CAP) Manager is a plus.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**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 inclusion, engagement, and discovery**
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 .
**What You'll Do Here:**
As a Customer Success Account Specialist, you have a unique opportunity to champion our customers' success! As a CSAS, you will have a direct impact on the digital onboarding experience of school districts and play a crucial role in their technology success planning and onboarding.
CSAS will collaborate with internal teams and district leaders to ensure seamless communication and alignment throughout the customer journey. You will proactively engage with contacts and implement playbooks to drive subscription renewals, ensuring that our customers continue to have access to our world-class content and platforms. Oversight of sophisticated integration set-up, troubleshooting, and ongoing support, ensuring that districts have a flawless experience with our digital solutions.
Through video conferences and case tickets, CSAS will connect with districts, offering support and resolving any issues. CSAS will establish trusted relationships with IT departments, serving as a dedicated resource for their technology needs and inquiries. By working with data, CSAS will analyze data to identify areas of low engagement and implement strategies to increase usage and adoption.
**Skills you will need here:**
To excel in this role, you should possess the following qualifications:
+ Understanding of and confidence with demonstrating LMS Systems and educational technology platforms- both on the admin and user side.
+ High level of proficiency in Excel and working with large data sets - very technical. Problem solver.
+ Demonstrated ability to prioritize customer satisfaction and successfully communicate with diverse clientele. You should have a natural inclination towards building strong customer relationships and fostering trust and rapport.
+ Ability to communicate clearly in virtual engagements and in writing: Strong communication skills are essential for successfully communicating with customers and conveying information in a clear and concise manner.
+ Flexibility and adaptability to change: You should thrive in a multifaceted environment and be able to adapt quickly to changing priorities and customer needs.
+ Strong attention to detail and organizational skills: You should have a keen eye for detail and possess strong organizational skills to effectively manage multiple tasks and priorities.
+ Bachelor's degree preferred with proven track record of excellent customer service experience.
Join our ambitious team at Cengage and be part of a world-class organization that is dedicated to providing exceptional experience. Apply now and be a part of our mission to shape the future of education!
Cengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.
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 or at .
**About Cengage Group**
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.
$19.00 - $25.00 USD
**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.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.
**Your role and responsibilities**
Customer Success Architects help HashiCorp (an IBM Company) customers define the vision and strategy to improve all aspects of application delivery, including security and privilege automation, datacenter and cloud provisioning, service discovery and connectivity, and application runtime automation.
An ideal candidate will have a successful track record in customer leadership, focused on technology and organizational transformation. They will have demonstrated the ability to become a trusted technical advisor to customer and business leaders.
Responsibilities:
As a Customer Success Architect (CSA) at HashiCorp, you will play a critical role within the Customer Lifecycle Management organization, acting as a technical specialist to drive customer adoption, consumption, and long-term success. Working in close partnership with the Customer Success Engineering (CSE) team-who oversee the full post-sales journey-you will bring deep technical expertise and domain knowledge to accelerate time-to-value for our enterprise customers. Your primary objective is to deliver proactive, outcome-focused guidance that enables measurable business value, supports product adoption, and contributes to renewal and expansion opportunities.
As a Customer Success Architect at HashiCorp, you will be responsible for the delivery of outstanding technical guidance and the successful enablement of our enterprise customers. Your primary objective will be to drive the achievement of measurable value (value-based outcomes) with HashiCorp customers, leading to product adoption, renewal and expansion.
● Assist in complex technical due diligence activities supporting our moments that matter such as Onboarding, Consumption, and Optimization
● Provide support as a specialized domain expert inHashiCorp's products and the surrounding ecosystem and support an escalation path to progress strategic renewals across the entire customer journey
● Partner with Customer Success Engineers to identify and manage customer risks and opportunities as they relate to product adoption, renewal and expansion
● Work with Value Engineering to build assets that matter, HVDs and valuable educational content to help internal stakeholders and customers adopt our products and successfully integrate them into their workflows
● Communicate the business value of the HashiCorp Product Suite to customer executives (mandatory P5/P4 depending on exec levels, aspirational rest)
● Articulate the technical functionality of HashiCorp products to multiple technical audiences
● Educate and advise customer users on how to use and adopt the functionality of HashiCorp products within their strategy and processes to achieve measurable value
● Work with HashiCorp Product Management to translate customer business opportunities into technical solutions and new product requirements
● Help champion an environment for ongoing strategic customer success
**Required technical and professional expertise**
● Experience with solution architecture, sales engineering or equivalent experience
● Proficiency with HashiCorp solutions / tools such as Vault, Consul.
● Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms
● Establish and maintain an understanding of the overall HashiCorp technology portfolio
● Deep technical expertise in cloud and on-premise infrastructure management, application deployment and practical security methodology
● Expertise in driving adoption of product use cases to enhance customer value attainment and satisfaction
● Leadership or managerial experience in major transformation efforts involving significant process, organizational and technology change
● Experience serving as part of a key customer leadership team
● Ability to work well in a highly dynamic environment that focuses on providing outstanding customer service
● Comfort working remotely and perform well given a high level of independence and autonomy
● B.S. degree in an engineering or similar program from an accredited college/university or equivalent experience
● Certification as a cloud professional (AWS, Azure, GCP)
● Comfort with national and occasionally global trave
**Preferred technical and professional experience**
● Experience crafting technical content such as Architectural Blueprints and Recommended Patterns
● Understanding Industry Verticals and associated solutions
● RedHat and Ansible deep knowledge/certifications is highly valued
● Experience supporting peers through code review, pairing, and acting as a resource for all team members, sharing technical knowledge and process guidance
● Deep knowledge of HashiCorp's domain area and how it works together to conceptualize solutions in the given domain area (HashiCorp product Certification Desired)
● Expertise in at least one Cloud provider in your given region (AWS/Azure/GCP Certification Preferred)
● Expertise in the field of container orchestration and development (CKA Certification Preferred)
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Job Description

Job Description

About Ouster:

Ouster is a leader in high-performance lidar solutions, enabling safer, smarter transportation systems. Our BlueCity ITS solution leverages cutting-edge sensor technology to enhance traffic monitoring, road safety, and intelligent transportation systems. We are seeking a skilled Customer Support Specialist to provide exceptional support for clients deploying and maintaining our ITS solutions.

Position Overview:

As a Customer Support Specialist, you will be the primary technical resource assisting customers with the deployment, troubleshooting, and maintenance of the BlueCity ITS solution. You will collaborate closely with government agencies, transportation authorities, and internal teams to ensure smooth installations, accurate system operation, and overall customer satisfaction.

Key Responsibilities:

1. Pre-Installation Customer Support and Onboarding

• Train clients and end-users on system operation, traffic data analysis tools, and diagnostics.
• Assist customers with installation requirements, site surveys, and network architecture to ensure a smooth system deployment.
• Integrate lidar systems with traffic signal controllers, ensuring compatibility with NTCIP, SDLC, and other traffic actuation protocols.
• Configure and test communication with roadside units (RSUs).
• Connect system components such as PoE splitters, SDLC adapters, and CAT6 cabling within traffic cabinets.

2. Installation and Setup – Remote/Onsite Support

• Work with the software team to ensure seamless integration of real-time traffic data into cloud-based analytics platforms.
• Configure and test multimodal traffic actuation for pedestrians, cyclists, and vehicles, ensuring reliable traffic signal control.
• Conduct real-time validation of actuation logic and ensure compliance with agency-specific signal timing requirements.

3. Post-Installation Support

• Perform onsite and remote diagnostics to resolve hardware and software issues related to lidar systems, edge devices, and traffic controllers.
• Monitor and maintain system health, including firmware updates, hardware replacements, and performance optimization.
• Troubleshoot connectivity issues between field devices and cloud-based platforms, ensuring uninterrupted data transmission.
• Regularly audit system data for accuracy and promptly address client-reported issues.

4. General Customer Support & Technical Assistance

• Provide first-line support for BlueCity ITS deployments, diagnosing and resolving hardware and software issues.
• Assist customers in configuring, testing, and troubleshooting network architectures, including IP settings, SDLC, and NTCIP communications.
• Knowledge of PTP (Precision Time Protocol) for synchronizing networked devices in transportation systems or sensor deployments.
• Develop technical documentation, FAQs, and user guides to assist customers.
• Deliver customer training sessions and provide hands-on guidance for ITS system operation

Qualifications & Experience:

Education:

• Bachelor's degree in Engineering, Transportation Systems, Electronics, or a related technical field (or equivalent experience).

Technical Expertise:

• Strong troubleshooting skills for hardware and software systems.
• Experience with ITS deployments, traffic signal systems, and advanced transportation technologies.
• Knowledge of V2X applications (BSM, PSM, and SAE J2735 messages).
• Understanding of traffic signal controller standards (TS2, TS1, 2070, ATC) and traffic cabinet communication protocols.
• Experience with Linux-based operating systems, debugging tools, and network setups (IP configurations, testing).
• Hands-on experience with PoE networking, SDLC adapters, RSU integration, and field deployments.
• Proficiency in Precision Time Protocol (PTP) for synchronized sensor deployments.
• Ability to read and interpret technical schematics, wiring diagrams, and system documentation.

Soft Skills:

• Strong communication and interpersonal skills to interact with customers and internal teams.
• Ability to work independently and manage multiple projects simultaneously.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications:

• Hands-on experience with lidar technology or other advanced sensing solutions.
• Familiarity with cloud-based ITS solutions and remote monitoring tools.
• Understanding of cybersecurity best practices for ITS networks.

The base pay will depend on your skills, work experience, location, and qualifications. This role may also be eligible for equity & benefits. ($40,000 - $80,000)
 

We acknowledge the confidence gap at Ouster. You do not need to meet all of these requirements to be the ideal candidate for this role.

At Ouster we offer a range of competitive benefits, as we believe in taking care of our employees in all aspects of their lives. Our newly renovated office, located in the Mission District of San Francisco, is a dog-friendly workplace with a kitchen stocked with snacks, fresh fruit and drinks, and a complimentary dinner catered nightly. Additional perks include 15 vacation days/10 paid holidays annually; paid parental leave; pre-tax commuter or health care/dependent care accounts; 401K match up to 4%; medical, vision and dental plans with premiums covered at 100% for the employee and 75% for dependents (Cigna or Kaiser); life insurance; and short term disability and long term disability. Ouster offers the best benefit options available because we consider the well-being of our employees a top priority.

Ouster is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Ouster does not make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Ouster also strives for a healthy and safe workplace, and prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance, Ouster considers qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.

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**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 inclusion, engagement, and discovery**
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 .
The customer success consultant will build relationships in key accounts to ensure they are supported throughout the customer journey. They will support account retention to increase revenue. The customer success specialist will collaborate with internal departments to support top accounts in their assigned territories. They will work closely with the customers and sales representatives to understand customer goals, needs, and best ways to support the account.
**What you'll do here:**
**Consultant**
+ Ability to develop strong product knowledge and align product implementation to customer's goals and outcomes.
+ Ability to clearly communicate with school administrators to understand their greatest needs and expected implementation and adoption outcomes.
+ Build and maintain relationships, becoming a trusted advisor to partners to ensure customer retention.
+ Partner with internal teams on professional development and customer support to create customer journey maps and inform product development roadmap.
**Project Manager**
+ Monitor each step of implementation process and project progress: anticipate potential issues and proactively manage details.
+ Develop a strategic plan to build customer relationships with key customer roles including technology director, curriculum director, building administration, department chairs, grade level chairs, and coaches.
+ Proactively establish expectations with customers to ensure successful implementations and outcomes.
+ Engage colleagues as needed to provide solutions to customers, including onboarding/training, strategic product and content discussions, and customer support needs.
**Account Manager**
+ Actively engage customers regarding their product implementation and use.
+ Monitor and act on account expirations and renewal targets and leverage relationships to achieve customer renewals.
+ Respond to customer inquiries and resolve any unforeseen issues in a timely manner.
+ Demonstrate flexibility and be able to shift focus between to strategically manage account needs within assigned territory.
+ Use appropriate communication methods to engage customers - meetings, webinars, videos, emails, and phone calls.
**Data Analyst**
+ Use metrics across multiple platforms to document, respond, and improve customer health.
+ Present and use data to facilitate strategic account meetings during key times in the customer journey.
+ Analyze renewal opportunity reports and strategically support renewal efforts.
**Skills you will need here:**
+ Bachelor's degree required
+ 3-5 years' of customer success, sales or education experience or a combination of education and relevant experience.
+ 30% Travel to Central US
+ Understanding of and experience in implementing successful customer retention and growth strategies.
+ Strong MS Office skills and Excel experience required.
At National Geographic Learning, a part of Cengage Group, we are enabling opportunity, powering progress, and supporting student journeys toward college and career. Using our digital learning programs and classroom learning resources, students experience the excitement and joy of learning that National Geographic explorers, scientists, writers, and photographers experience.
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 or at .
**About Cengage** **Group**
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.
$67,000.00 - $87,100.00 USD
**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.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**