At Macmillan Learning, we're committed to driving innovation that transforms
education. We seek team members who thrive on pushing boundaries, envisioning
future possibilities, and building solutions that make a lasting impact. Whether
you're a Pioneer shaping bold new ideas, a Builder turning possibilities into
reality, or a Stabilizer optimizing for success, you'll play a vital role in
advancing our mission. If you're excited by the prospect of testing new
technologies, implementing transformative strategies, and thriving in a
fast-paced, innovative environment, we’d love to hear from you!
As a High School Customer Experience Associate (CXA), you will serve as a
trusted partner for teachers, administrators, and technical contacts using BFW
high school programs. In this dynamic role, you will ensure customers are
confident, supported, and successful with our materials from onboarding through
renewal. Part customer success, part trainer, and part account analyst, you will
proactively build relationships, lead training sessions, troubleshoot access
issues, and track account health to drive adoption and support renewal goals.
We know some talented people hesitate to apply when they don't check every box
on a list. If this role has you excited and you believe you could do the work
well, we want to hear from you, even if your path here doesn't match every
requirement exactly. We're looking for people who care about our mission and
bring their own perspective to the table. Different backgrounds, skills, and
ways of working make us better at what we do. If this opportunity speaks to you,
tell us how your experience and abilities could add value here. We want
Macmillan Learning to be a place where everyone can do their best work and where
different viewpoints are genuinely welcome, so if you're a qualified candidate,
we hope you'll apply. We're looking forward to learning what you'd bring to the
team.
WHAT YOU’LL DO
You'll build and manage relationships: Proactively establish communication
channels with technical contacts, administrators, integration contacts, and
classroom users across your assigned territory to ensure personalized,
seamless support.
You'll oversee account health: Monitor account usage and health metrics using
tools like PowerBI, Amplitude, and Salesforce, proactively identifying
friction points and maintaining timely communication.
You'll lead customer training: Deliver engaging, tailored group and 1:1
technical consults and training sessions on product platforms, integrations,
and privacy policies post-sale.
You'll partner openly with Sales: Schedule regular structured 1:1 calls with
Sales Representatives, establishing clear agendas and alignment on customer
outreach efforts.
You'll serve as a primary support contact: Handle customer inquiries related
to license access, expiry dates, account modifications, and peak period
troubleshooting.
You'll create educational resources: Develop targeted, quality asynchronous
resources such as video tutorials and getting-started guides.
You'll support renewals and growth: Qualify renewal opportunities by tracking
key decision dates, monitoring license usage, and identifying potential
digital upsells.
You'll collaborate cross-functionally: Work alongside Integration, Support,
Marketing, Editorial, and Product teams while maintaining documentation and
shared knowledge.
WHAT YOU’LL BRING
Bachelor’s degree in Business, Education, or a related field.
2+ years of experience in customer support, account management, or a related
role, ideally within educational technology or publishing.
Proven ability to build strong customer relationships and leverage CRM tools
(such as Salesforce) to maintain clean data and account records.
Strong organizational skills, attention to detail, and a solutions-focused
mindset with the ability to handle multiple priorities during peak periods.
Clear written and verbal communication skills across technical and
non-technical audiences.
PREFERRED QUALIFICATIONS
Demonstrated experience championing process improvements, automation, or
novel workflows within customer success.
Track record of designing creative customer engagement tactics or
asynchronous educational resources.
Experience evaluating or utilizing AI-driven tools, learning analytics
platforms, or edtech software to drive adoption.
Salary Range: $55,000 - $60,000 / year.
Exemption Status: Exempt
Physical Requirements:
Requires periods of close concentration; must be able to multi-task; must be
able to travel occasionally; work overtime - more than 40 hours a week –
regularly, as needed.
The position is eligible for remote employment, excluding the following
locations: Alaska, Arkansas, Hawaii, Mississippi, South Dakota, West Virginia,
Wyoming.
Benefits
Regular full-time and qualifying part-time employees and their dependents are
eligible for Macmillan benefits, effective on the employee’s date of hire.
Macmillan also offers health benefits coverage to qualifying same-sex and
opposite-sex domestic partners (may require additional documentation) of active
employees.
Competitive pay and bonus plan
Generous Health Benefits (Medical, Dental, Vision)
Contributions to your 401k retirement account through Fidelity
Generous paid time off, sick time, floating holidays, and paid holidays
(Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and
more!)
Employee Assistance Program, Education Assistance Program
100% employer-paid life and AD&D insurance
And much more!
Macmillan Learning is a privately-held, family owned company that improves lives
through learning. By linking research to learning practice, we develop
pioneering products and learning materials for students that are highly
effective and drive improved outcomes. Our engaging content is developed in
partnership with the world's best researchers, educators, administrators, and
developers. To learn more, please visit macmillanlearning.com
[http://www.macmillanlearning.com/] or see us on Facebook
[https://www.facebook.com/MacmillanLearn], Twitter
[https://twitter.com/MacmillanLearn], LinkedIn
[https://www.linkedin.com/company/10374733/] or join our Macmillan Community
[https://community.macmillanlearning.com/t5/macmillan-community/ct-p/college].
Macmillan Learning is a division of the Holtzbrinck Publishing Group, a
family-owned global media company headquartered in Stuttgart, Germany.
At Macmillan Learning, we believe diverse perspectives and backgrounds enrich
our mission to improve lives through learning. We actively seek candidates who
reflect a wide range of identities, experiences, and communities. We are an
Equal Opportunity Employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, age,
ethnicity, national origin, sex, sexual orientation, gender, gender identity or
expression, disability status, physical ability, neurodiversity, genetic
information, protected veteran status, family and economic status and
background, geographical status and background, or any other characteristic
protected by federal, state, or local law. You can read more about our
Diversity, Equity, & Inclusion initiatives here.
[https://www.macmillanlearning.com/college/us/our-story/diversity-and-inclusion]
The successful candidate for this position will be an employee of Bedford,
Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman
& Worth Publishing Group, LLC has developed an equal opportunity compliance
program in compliance with the NY Department of Education’s guidance. Portions
of the equal opportunity compliance program are available for review by
applicants and employees by contacting Human Resources at Macmillan Learning.