Customer Success Representative, EdTech (Charleston/Savannah)

Impact the Moment

When was the last time you experienced the impact of your work? Our Customer Success Representative team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.

How can you make an impact?

Reporting to the Manager, Customer Success Team, the Customer Success Representative, Inside is responsible for promoting customer success by providing guidance, training, and support that empowers college-level faculty and administrators to harness the power of our solutions. From boosting student engagement and performance to advancing affordability, access, and equity, your work will focus on driving improved educational outcomes and cultivating relationships that result in enduring customer loyalty, retention, and growth. You will partner closely with the Sales Representatives in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage.

The ideal candidate should reside in Charleston, South Carolina, or Savannah, GA and be comfortable traveling 30% - 40%. Applicants must be authorized to work for any employer within the United States.

What would you be doing?

• Leveraging McGraw Hill's existing customer base to grow digital users through account expansion including upselling and cross-selling.
• Take ownership of key performance indicators (KPIs) related to customer retention, renewal, and overall satisfaction, driving strategies to meet and exceed targets.
• Manage and optimize the sales pipeline using Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.
• Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales.
• Building strong relationships with faculty and administrators - becoming their trusted advisor for higher education course solutions and continuously identifying new opportunities to cultivate partnerships.
• Ensuring effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences.
• Partnering with commercial teams to help drive continued value of McGraw Hill products.
• Reviewing the customer journey, product usage, to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals.
• Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals.

We're looking for someone with:

• A bachelor's degree, advanced degree in education or educational technology preferred.
• 5+ years of consulting/customer success experience.
• Proven experience managing contract renewals or upsell pipeline, with successful record of account growth and retention is highly preferred.
• Instructional Design experience in Higher Education.
• Instructional experience within Higher Education (professor, lecturer, or TA).
• Work experience in communications, marketing, sales, account management or customer success capacity
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Ability to troubleshoot technology issues and support digital offerings.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

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 $55,600 - $75,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan is 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" email address 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.

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.