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McGraw Hill
Inside, Customer Success Representative
Zoom
Higher Ed
Salesforce
Edtech.com's Summary
McGraw Hill is hiring an Inside, Customer Success Representative. The role is the main point of contact for faculty at colleges and universities who use McGraw Hill Higher Education's digital course products, advising them through implementation to drive adoption and renewals. The representative works closely with Sales Representatives and the Customer Success team, and is measured on customer retention, renewal rates, and satisfaction.
Highlights
- Build in-depth knowledge of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and how they integrate with Learning Management Systems, so faculty and students are supported effectively.
- Use Salesforce and Gainsight daily to manage customer pipelines, measure pipeline velocity, and monitor customer engagements.
- Oversee implementation for new and returning customers, working with Sales and Customer Success colleagues to assess needs and create implementation plans.
- Lead one-on-one and group Zoom meetings that give faculty consultative guidance, training, and support tailored to their goals.
- Troubleshoot customer issues by researching solutions and working with implementation consultants, sales partners, product teams, and technical support staff.
- Share best practices from learning science and instructional design to improve customer outcomes, and pass customer feedback and ideas to the teams shaping McGraw Hill's products.
- Bachelor's degree and 1-2 years of experience in customer success or a similar software implementation role, with higher education experience preferred but not required.
- Exceptional communication and presentation skills to train customers with varying levels of technical confidence, and the ability to work well in a remote environment.
- Preferred experience with Salesforce and Gainsight, plus instructional design, teaching, or coaching experience.
- Pay range of $50,000 to $60,000 USD annually, with a possible annual bonus.
- Remote position open to applicants authorized to work for any employer in the United States.
Inside, Customer Success Representative Full Description
Overview
Overview
Impact the Moment
McGraw Hill's Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic journey.
We are currently seeking an Inside Customer Success Representative to join our Higher Ed team.
As a Customer Success Representative, you'll have the unique opportunity to build meaningful relationships with educators and learners, helping them achieve their goals. Your hard work will directly touch lives across the world, allowing you to see the difference you make every day.
How can you make an impact?
The Customer Success Representative will serve as the primary point of contact for customers throughout their lifecycle. Acting as a trusted advisor to faculty at higher educational institutions, you will work to understand each customer's unique goals, challenges, and service needs to drive product adoption and retention.
The ideal candidate is self-motivated, collaborative, and takes a relationship-driven approach to their work. You will partner closely with Sales Representatives and the
Customer Success team to build and manage customer pipelines, track progress through the sales cycle, and grow digital product usage. Your focus on delivering exceptional customer experience will be key to retaining customers, increasing revenue, and achieving shared goals with the sales team. Success in this role will be measured by key performance indicators (KPIs), including customer retention, renewal rates, satisfaction levels, and effective collaboration with the sales team.
This is a remote position open to applicants authorized to work for any employer within the United States.
What would you be doing?
- Develop and maintain an in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and their integration with Learning Management Systems to support faculty and students effectively.
- Share best practices and apply fundamental concepts of learning science and instructional design to enhance customer outcomes.
- Utilize Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
- Collaborate with Sales and Customer Success team members to assess customer needs, create implementation plans, and leverage McGraw Hill's resources to retain customers and drive new business opportunities.
- Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and enjoy an exceptional experience.
- Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and tailored support based on customer goals.
- Respond promptly to customer inquiries and follow up on meetings to ensure seamless implementation of digital products.
- Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff.
- Actively participate in team meetings, strategy calls, and professional development exercises to continuously improve your skills and contribute to team success.
- Provide valuable customer feedback and innovative ideas to inform the ongoing evolution of McGraw Hill Higher Education's products and services.
We're looking for someone with:
- Bachelor's degree required.
- 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required).
- Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical confidence and expertise.
- Proven ability to excel in a remote work environment, demonstrating strong communication, organization, and attention to detail.
- A positive attitude, purpose-driven spirit, and a growth mindset for embracing challenges and driving success.
- Instructional design, teaching, or coaching experience is a plus, especially in roles requiring customer guidance and support.
- Experience using Salesforce and Gainsight is preferred.
Why work for us?
The work you do at McGraw Hill will be work that matters. As the leading education
partner for millions of educators, learners and professionals, we are expanding the
possibilities of content and technology to make learning better in a connected world.
Play your part and experience a sense of fulfilment that will inspire you to even greater
heights.
The pay range for this position is between $50,000 - $60,000 USD annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings.
McGraw Hill recruiters always use a "@mheducation.com" or "@careers.mheducation.com" email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.
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McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.
