Customer Success Representative, Field

Mcgraw Hill; United States; Remote; USD 60,000 - 65,000; Full time

Benefits offered by this job

Sales incentive plan

Annual bonus

Medical benefits

Job summary

McGraw Hill in the Higher Education division is seeking a remote Customer Success Representative to drive student outcomes by guiding faculty and administrators through our digital solutions. This role requires up to 25% travel within the territory, with on-site visits to Nebraska and parts of South Dakota.

You will develop deep product knowledge (Connect, SIMnet, GO!, Sharpen), manage the sales and success pipeline in Salesforce and Gainsight, and train customers to maximize adoption and

Qualifications

• - Bachelor's Degree required.
• - 1-2 years experience in customer success or similar role related to software implementation (higher education experience preferred but not required).
• - Exceptional communication and presentation skills to train and support customers with varying levels of technical acumen.
• - Ability to excel in a remote setting; remote work from home.
• - Openness to travel to local accounts (5-10%) to further develop relationships and deliver in-person training.
• - Instructional design/teaching experience is a plus.
• - Experience using Salesforce and Gainsight is preferred.

Responsibilities

• Develop, maintain, and articulate in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and how they integrate with the school's LMS.
• Share best practices and have a working knowledge of learning science and instructional design.
• Utilize Salesforce and Gainsight daily to manage sales pipeline, track customer stages, measure pipeline velocity, and track customer engagements.
• Partner with Sales and CS team members to assess needs, develop implementation plans, and leverage support to retain existing customers and win new business.
• Oversee implementation processes for both new and returning customers to ensure improved outcomes and best experience.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and support tailored to customer's needs.
• Provide timely follow-up to meetings and inquiries related to implementation of our digital products.
• Facilitate resolution of customer issues via troubleshooting and collaboration with teams.
• Actively participate in team meetings, strategy calls, and learning and development exercises.
• Relay vital customer feedback to inform future updates and enhancements.

Skills

Communication skills

Presentation skills

Remote work

Organizational skills

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Job description

Overview

Build the Future

McGraw Hill's Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic and professional careers. We have an opening for a Customer Success Representative working remotely as a member of our Customer Success team. Reporting to the Manager, Customer Success Team, the CSR is responsible for promoting customer success by providing guidance, training, and support that empowers college-level faculty and administrators to harness the power of our solutions.

How can you make an impact?

From boosting student engagement and performance to advancing affordability, access, and equity, your work will focus on driving improved educational outcomes and cultivating relationships that result in enduring customer loyalty, retention, and growth.

You will partner closely with the Sales Representatives in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage.

This role will require travel up to 25% to meet with professors and administration on-site in the territory. Customer Success Representatives spend 3-4 days per week on campus during our busy sales and renewal months, and 1-2 days per week at other times of the year. Candidates must be located within and ready to travel in the territory to be considered; this territory includes accounts in Nebraska and parts of South Dakota. All applicants must be authorized to work for any employer within the United States and hold a valid driver's license.

What would you be doing?

• Develop, maintain, and articulate in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and how they integrate with the school's Learning Management System.
• Share best practices and have a working knowledge of fundamental concepts related to learning science and instructional design.
• Utilize Salesforce and Gainsight daily to manage sales pipeline, track customer stages, measure pipeline velocity, and track customer engagements.
• Partner with Sales and Customer Success team members to assess needs, develop implementation plans, and leverage McGraw Hill Higher Education's support to retain existing customers and win new business.
• Oversee implementation processes for both new and returning customers to ensure they are continuously positioned to achieve improved outcomes and enjoy the best experience possible.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and support tailored to customer's unique needs and goals.
• Provide timely follow-up to meetings and responses to incoming customer inquiries related to implementation of our digital products.
• Facilitate resolution of customer issues via troubleshooting, research, and collaboration with fellow implementation consultants, sales partners, product teams, and technical support staff.
• Actively participate in team meetings, strategy calls, and learning and development exercises.
• Contribute to ongoing evolution of McGraw Hill Higher Education's products and services by relaying vital customer feedback and generating new ideas to inform future updates and enhancements.

We're looking for someone with:

• Bachelor's Degree.
• 1-2 years experience in customer success or similar role related to software implementation (higher education experience preferred but not required).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence.
• Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.
• Openness to travel to local accounts (5-10%) to further develop relationships with Key Decision Makers and deliver in-person training when required.
• Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
• Instructional design, teaching and/or coaching experience also a plus.
• Experience using Salesforce and Gainsight is preferred.

Why work for us?

The work you do at McGraw Hill will be work that matters. As the leading education partner for millions of educators, learners and professionals, we are expanding the possibilities of content and technology to make learning better in a connected world. Play your part and experience a sense of fulfilment that will inspire you to even greater heights. The pay range for this position is between $60,000 - $65,000 annually, plus a sales incentive plan. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan is included as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.

McGraw Hill recruiters always use a "@mheducation.com", "@careers.mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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