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Company

McGraw Hill · 18 hours ago

EdTech Customer Success Representative (Northern California)

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$60K/yr - $85K/yr

5+ years exp

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Responsibilities

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

Qualification

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Sales ExperienceCustomer Success ExperienceSalesforceGainsightInstructional DesignHigher Education ExperienceTroubleshooting TechnologyProject ManagementRelationship Building

Required

Five plus years of sales or customer success experience including managing sales pipelines and delivering results on KPIs and quotas

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

A Bachelor’s Degree, advanced degree in education or educational technology preferred.

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

Preferred

Advanced degree in education or educational technology

Benefits

An annual sales incentive plan is included as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.