Overview
Impact the Moment
When was the last time you experienced the impact of your work? Our Customer Success team thrives 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.
We’re looking for a
Field Customer Success Representative to support our territory that covers a defined territory in New York City (candidates must be located in the territory area to be considered). Reporting to a Customer Success Manager in our Higher Education Sales Organization, the Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle.
This role will require travel (10-15% overnight dates throughout the year / daily travel throughout assigned district) to meet with professors and administration on-site. Customer Success Representatives spend 3-4 days per week on campus during our busy sales and renewal months, and 1-2 days per week at other times of the year. Candidates must be located within and ready to travel in the territory to be considered; this territory includes New York City and has regular travel to campuses in all five boroughs of NYC, Long Island, and Westchester County.
How can you make an impact?
As a Customer Success Representative, you will act as the trusted advisor to faculty at higher educational institutions. You will be responsible for understanding the customer’s unique goals, issues, and service needs to successfully drive product adoption and retention. The ideal candidate is a self-motivated and collaborative individual who takes a relationship-driven approach to their work.
You will partner closely with the Sales Representatives and Customer Success team in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage. Your focus on delivering an exceptional customer experience to retain and increase revenue in partnership with sales is key to success in this role. Performance will be measured by key performance indicators (KPIs) related to customer retention, renewal rates, overall satisfaction levels, and a successful partnership with the sales team.
What you will 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
Must have experience in one of these four areas:
- Five plus years of consulting/customer success experience
- 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
Must have the following:
- 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
Why work with us?
There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do. As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.
The pay range for this position is between $60,000 - 85,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. 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. Click here to learn more about our benefit offerings.
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