Remote Higher-Ed Customer Success Specialist

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

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