McGraw Hill · 2 days ago

Inside Customer Success Representative

DeSoto, TX

Full-time

Remote

Entry Level

$50K/yr - $59K/yr

1+ years exp

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Responsibilities

Develop, maintain, and articulate in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, ALEKS) as well as working knowledge of fundamental concepts related to learning science and instructional design.

Utilizing Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessSalesforceGainsightDigital Products KnowledgeInstructional DesignTeaching ExperienceCoaching Experience

Required

Bachelor’s Degree.

1-2 years experience in customer success or 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 acumen and confidence.

Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.

Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.