Customer Success Consultant

McGraw Hill; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An education innovation company is seeking a Customer Success Consultant in Dubai to manage customer relationships and enhance their experience. This role involves supporting sales teams and executing successful digital product rollouts while ensuring clients derive maximum value. Candidates should have a Bachelor's degree and 4-8 years of relevant experience. The position emphasizes strong communication and analytical skills in a collaborative environment.

Benefits

Culture of curiosity and innovation

Opportunities for growth in a collaborative environment

Qualifications

• 4–8 years in sales support, customer service, or solutions implementation, preferably in EdTech/technology.
• Ability to manage multiple tasks and deadlines.

Responsibilities

• Support customer accounts in partnership with the Sales team.
• Lead successful pre- and post-sales rollout of key digital products.
• Execute management and growth within key digital accounts.

Skills

Excellent verbal and written communication

Strong analytical and problem-solving skills

Customer-service orientation

Strong organization and time management

Education

Bachelor’s degree in business, Marketing, Communications, or related field

Tools

Salesforce.com

Job description

Overview

We’re looking for a Customer Success Consultant to support our business, reporting to the Head of Customer Success in our Higher Education Sales Organization. The Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle, acting as a customer experience champion and driving customer‑centric change through insights and data.

This is a 12‑month contract position, with the possibility of renewal and retention based on performance.

Impact the Moment

As a Customer Success Consultant at McGraw Hill Higher Education, you will play a pivotal role in enhancing customer experience and driving business growth. The position focuses on building strong, enduring relationships with customers, ensuring they derive maximum value from the products and services. The ideal candidate is a self‑motivated, collaborative individual who takes a relationship‑driven approach to their work.

What You Will Be Doing

Engagement and Customer Support

• Support customer account in partnership with Sales team.
• Deliver efficient support and a positive experience to clients by supporting onboarding, platform training, adoption, and instructor engagement through data and analytics.
• Build strong relationships with key accounts and stakeholders, visit key accounts frequently and be recognized as a value‑add partner to educators, EdTech administrators, and other key stakeholders.

End-to-End Implementation

• Lead the successful pre‑ and post‑sales rollout of key digital products by managing all aspects of implementation plans.
• Develop tailored digital solutions.
• Create internal resources to support sales.
• Collaborate with internal and external partners to position MH as a digital leader.

Account Management

• Execute management and growth within key digital accounts as prioritized by Regional Leadership.
• Monitor and boost health of existing/new digital adoptions.
• Liaise with Sales teams to leverage existing adoptions and target prioritized courses/departments.
• Track and maintain activities via Salesforce.com.

Digital Best Practice

• The goal will be to be a customer experience champion and drive customer‑centric change through insights and data.
• Support best‑practice initiatives, helping lead process standardization pilots.
• Identify local opportunities for improving business processes and effectiveness.
• Assist in capturing, consolidating and sharing feedback to international teams (Product, Marketing, Engineering, etc.).
• Monitor digital adoption and penetration to increase product engagement and retention and share dashboards with relevant teams.
• Work with regional teams to align processes, share best practices and data analytics.

Qualifications

• Bachelor’s degree in business, Marketing, Communications, or related field (or equivalent experience).
• 4–8 years in sales support, customer service, or solutions implementation; EdTech/technology environment is a plus.
• Excellent verbal and written communication; strong analytical and problem‑solving skills; customer‑service orientation.
• Strong organization and time management; ability to manage multiple tasks and deadlines.

Benefits

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will own your growth and develop as we do. As an education innovation company, we’re proud to inspire learners around the world. If you bring your curiosity, we’ll help you grow in a collaborative environment where everyone shares a passion for success.