Digital Platform Trainer at McGraw Hill

Overview

Build the Future

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

How can you make an impact?

McGraw Hill is seeking a Digital Platform Trainer to join our Professional Services team as part of their Customer Success department. In this role, you will serve as a trusted advisor to faculty, librarians, healthcare providers and other customers that utilize our professional digital products. You will be responsible for understanding the customer’s unique goals, issues and service needs to successfully drive product retention. You will be designing and executing customer training programs and workshops and delivering high quality, quantifiable customer support.

This position reports to the Customer Success Manager of North America and aligns closely with the other Customer Success team members and works across Sales, Product, and Marketing groups to develop customized training plans and user education resources. You will be supporting customers and teams across medical, allied health, test prep and sci-tech products with goals of maximizing customer usage and delivering service to customer expectations.

This role works remotely from a home office and is open to candidates who permanently reside within the United States. This role is expected to travel 6-10 times per year for team meetings, conferences and in-person training and implementations for customers. Out of state and some overnight travel may be required.

What you will be doing:

• Conduct web-based, in-person, phone, and email training to promote product features and functionality to our customers and ensure a smooth, effective onboarding experience.
• Identify customer specific training needs to improve the user experience and overall usage of our digital products.
• Provide and maintain solutions and user resources for customers to find answers as quickly as possible, including staying up-to-date on product changes and enhancements.
• Work with Sales and Marketing teams to identify at-risk accounts that have not optimized usage potential and consult with account managers to determine optimal training programs to reach end-users.
• Engage customers to ensure key product features are enabled, well-advertised, leveraged and solve customer needs.
• Communicate professionally and comfortably with librarians, faculty, students, and other customer groups.
• Share feedback with management and appropriate internal stakeholders, collaborating in a cross-functional team environment on projects and company initiatives.
• Suggest, create, and support virtual and face-to-face customer events, such as advisory boards, user focus groups, etc., and maximize onsite customer programs with invitations, collateral and bespoke resources, etc.
• Track and report on the success of the customer outreach, engagement, and support initiatives provided concerning renewal rates and existing product upgrades or new product sales.
• Develop various ways to effectively communicate unique selling features and product functionality by creating and using videos, webinars, user resources, etc., to ensure product usage and a positive, impactful customer experience.
  
  

We're looking for someone with:

• Bachelor's degree required.
• Minimum of two years’ experience in a customer facing role.
• Experience in developing/delivering professional trainings to various levels of end-users. Experience in learning multiple digital platforms and the ability to teach others.
• Experience using Excel, Google analytics, Tableau, and/or other data-tracking tools. Virtual training platforms such as Zoom, WebEx, Teams, and the ability to learn and adapt to these platforms for effective web-based customer training and communication. Experience in creating and maintaining customer training documentation, videos, asynchronous courses or tutorials, and other user resources.
• Demonstrated organizational, analytical, and interpersonal skills, creative thinking, problem solving, and attention to detail.
• Ability to solve issues and present effective solutions; interest in tackling unique challenges, requests, or questions that may arise.
• Excellent written, oral, and presentation skills. Ability to travel up to 20% of the time in the US.
  
  

Extra skills to impress:

• Master's degree preferred in library and information science, education, instructional design/technology, health sciences, science & technology or related field.
• CRM or Salesforce experience is a plus.
• Experience supporting customers in a B2C and B2B customer environment is a plus.
  
  

The pay range for this position is between $60,000 - 70,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. 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.

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