Note: The job is a remote job and is open to candidates in USA. McGraw Hill’s Higher Education team provides digital platforms, course materials, and learning supplements to support students and educators. The Customer Success Representative will guide faculty and administrators in using McGraw Hill solutions through training, implementation support, issue resolution, and customer relationship management while partnering with Sales and Customer Success teams to drive retention, loyalty, product usage, and growth.
Responsibilities
- Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect, SIMnet, and ALEKS, as well as foundational learning science and instructional design concepts
- Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data
- Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities
- Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience
- Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals
- Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support
- Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services
Skills
- This is a remote role open to candidates residing in the Eastern Time Zone
- Candidates should be authorized to work for any employer in the United States
- There is a requirement for 5%-10% travel throughout the year
- Bachelor's Degree
- 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
- Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges
- 1-2 years' experience in customer success or similar role related to software implementation (higher education experience highly preferred)
- Instructional design, teaching and/or coaching experience also a plus
- Experience using Salesforce and Gainsight is preferred
Benefits
- Remote role; primarily a work-from-home position
- An annual bonus plan may be provided as part of the compensation package
- A full range of medical and/or other benefits, depending on the position offered
Company Overview