[Remote] Customer Success Representative, Field

Note: The job is a remote job and is open to candidates in USA. McGraw Hill LLC. is hiring a Customer Success Representative to help college faculty and administrators use its higher education solutions effectively. The role provides implementation guidance, training, and support while partnering with Sales to strengthen customer relationships, retention, and growth.

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 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

Skills

• All applicants must be authorized to work for any employer within the United States
• Bachelor's Degree
• 1-2 years experience in customer success or similar role related to software implementation
• 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
• A high level of communication, organization, and attention to detail
• Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges
• Higher education experience
• Instructional design, teaching and/or coaching experience
• Experience using Salesforce and Gainsight

Benefits

• Sales incentive plan
• An annual bonus plan
• A full range of medical and/or other benefits, depending on the position offered
• Primarily a work-from-home position

Company Overview