Note: The job is a remote job and is open to candidates in USA. McGraw Hill’s Higher Education team is hiring a remote Customer Success Representative to support college-level faculty and administrators in using its solutions. The role provides guidance, training, and implementation support, builds customer relationships, and partners with Sales and Customer Success to improve product usage, retention, and growth.
Responsibilities
- Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect and SIMnet, 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
- Bachelor's Degree
- Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence
- Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges
- Candidates should be authorized to work for any employer in the United States
- 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
- 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.
- Remote, primarily work-from-home position; open to candidates residing in the Eastern or Central Time Zone.
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