Customer Success Representative, Inside

McGraw Hill; Abbeville (SC); Remote; USD 55,000 - 65,000; Full time

Job summary

À McGraw Hill, le poste de Customer Success Representative permet d'interagir avec des éducateurs et apprenants pour améliorer la réussite scolaire. Vous ferez partie d'une équipe dynamique, responsable de la formation et du soutien des clients sur nos solutions numériques, tout en cultivant des relations durables.

Benefits

Plan de bonus annuel

Assurance médicale complète

Qualifications

• 1-2 ans d'expérience en réussite client ou rôle similaire.
• Expérience en conception pédagogique, enseignement ou coaching souhaitable.
• Capacité à travailler dans un environnement à distance.

Responsibilities

• Former et soutenir les clients dans l'utilisation des produits numériques.
• Gestion de la pipeline de ventes avec Salesforce.
• Assurer la résolution des problèmes clients via recherche et collaboration.

Skills

Communication

Presentation

Organization

Attention to detail

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Job description

Overview

Impact the Moment

When was the last time you experienced the impact of your work? Our Customer Success Representative team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.

How can you make an impact?

Reporting to the Manager, Customer Success Team, the Customer Success Representative, Inside 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. 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.

The ideal candidate should reside in Charleston, South Carolina and be comfortable traveling 5-10% with the chance that could increase. Applicants must be authorized to work for any employer within the United States.

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 $55,600 - $65,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan is provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings

McGraw Hill recruiters always use a “@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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