Digital Solutions Coordinator, Remote

Sage Publishing Remote
digital digital solutions coordinator remote sales management technical dsc sage onboarding team workflow management training
February 3, 2023
Sage Publishing
Thousand Oaks, California
Digital Solutions Coordinator, RemoteLocation US-RemoteReq # 23-6496# Positions 1Category Sales (US) - Sales CoordinationOverviewThe Digital Solutions Coordinator (DSC) is responsible for the administrative tasks associated with post-sale implementation and support of SAGE courseware products. The DSC will conduct initial interviews with new courseware adopters to gather information and promote SAGE's onboarding and support services. During the implementation process, the DSC will update every step in our workflow management tool (Cases) to ensure successful fulfillment of all adoptions within the required timeframe. They will act as a conduit between internal teams and customers to communicate progress and resolve problems when they arise.In addition to these responsibilities, the DSC will assist with various selling, onboarding, and technical support activities on a seasonal basis throughout the year. A combination of technical proficiency, interpersonal skills, and organizational aptitude is required for this position.Essential Job Functions & Responsibilities Administrative Responsibilities Conduct pre-implementation interviews with all new courseware adopters as soon as they are "closed" to gather technical requirements and influence how the product will be used by the customer.Enter required information into SAGE's workflow management system (Cases) for all courseware adoptions, then administer every step of the process to ensure successful fulfillment.Act as conduit between internal teams and customers to communicate progress throughout the implementation process and advance or resolve issues as needed when adoptions get "stuck".Make certain that all "boxes are checked" for courseware adoptions within internal systems right before classes start to ensure smooth and on-time delivery.Proactively research learning management system (LMS) integration requirements at priority accounts across all sales territories where SAGE courseware adoption is anticipated within 1-2 academic semesters.Maintain department SharePoint siteCurate and distribute key reportsCustomer Onboarding and Support Responsibilities In coordination with technical training team, assist with live group onboarding webinars for new and existing courseware adopters before the start of each semester. Demonstrate how to setup, customize, and best use products to fit individual course requirementsAct as "tier 2" overflow technical support as needed when Implementation team is stretched for capacity during the first month of each semesterProvide general or targeted 1:1 customer training upon request on an ongoing basis throughout the yearScour internal usage reports for courseware adoptions that reps do not know about and follow up accordingly to ensure successful fulfillment and retentionSupport for all tech-focused, non-Vantage adoption supportSales Team Support Responsibilities Conduct virtual courseware sales demos in conjunction with or on behalf of all sales reps for small opportunities that do not warrant Sales Engineer involvementAct as technology sales specialist for Sales Development team and small account Inside Sales territoriesFacilitate weekly courseware sales webinars during selling seasons that Reps can invite professors to attendProvide on-demand courseware refreshers for Sales Reps upon requestSystems & Data MaintenanceEnter timely and accurate updates in Cases for all courseware adoptions from start to finish of the implementation processTrack all important customer engagements as activities in our CRM (MS Dynamics) Qualifications & Education Education Associate degree or equivalent work experienceRequired Experience1-2 years in department-level administration role with demonstrated track record of coordinating complex processes and balancing multiple projects with accurate, on-time delivery1-2 years of experience in sales or customer success with demonstrated track record of influencing customer behavior that led to successful outcomesProficiency with CRM systems, workflow management tools, and Microsoft Word, Excel, and Power Point Preferred Experience Experience with Microsoft Dynamics CRMExperience with Microsoft Power BI or similar business intelligence platformsExperience with 1 or more Learning Management Systems (LMSs)Experience leading customer-facing training sessions both in person and virtuallyInterpersonal SkillsHigh attention to detail with a commitment to providing best-in-service deliveryDevelop and maintain process documentation and quality assurance protocolsExcellent communication skillsAbility to meet assigned timelinesCreative thinker who can work within practical boundariesHigh organizational skillsCommercially mindedAbility to work on multiple projects at onceConfidentPositive attitudeCircumstancesAble to travel and stay away from home 2-3 times/yearLanguage, Reasoning, Analytical, & Mathematical SkillsEffective listening, verbal and written communication skillsAbility to set and follow through on

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