Customer Strategy Operations Specialist

McGraw Hill LLC.•UNAVAILABLE, UNAVAILABLE

5d•Remote

About The Position

McGraw Hill, the leading provider of digital and print educational resources, is looking for a Customer Strategy Operations Specialist to support critical business systems that power our Customer Success organization. In this role, you will help optimize the tools, data, and workflows that enable teams to better serve customers and drive product adoption. You will collaborate cross‑functionally to improve system performance, streamline processes, and ensure teams have the insights and infrastructure they need to succeed. This is a remote position open to applicants authorized to work for any employer within the United States.

Requirements

Bachelor’s degree in Information Technology, Business Administration, Computer Programming, or a related field.
Experience working with business systems such as Salesforce, Gainsight, Planhat, Pendo, or similar customer success platforms.
Experience building workflows or supporting operational processes within SaaS or customer success environments.
Proficiency with SQL, database concepts, or data analysis used for reporting and system insights.
Advanced Microsoft Office skills, particularly Excel for data analysis, reporting, and visualization.
Experience with business process mapping, system integrations, or operational process improvements.
Strong communication and collaboration skills with the ability to work effectively across cross‑functional teams.
Strong organizational and project management skills with the ability to manage multiple priorities in a fast‑changing environment.

Responsibilities

Support the administration and optimization of key Customer Success platforms, including configuring workflows, maintaining system data, and ensuring effective platform usage.
Build and refine workflows, scripts, and system processes that improve operational efficiency and communication between internal teams and customers.
Investigate and resolve internal support tickets related to business systems to ensure proper functionality and user adoption.
Collaborate with cross‑functional teams including Salesforce, data, and operations teams to ensure alignment across systems and processes.
Develop ad hoc reports and insights using SQL queries, system reporting tools, and Excel to support internal decision‑making and customer reporting needs.
Assist with integrating business systems and ensuring smooth data flow across the McGraw Hill data ecosystem.
Participate in the discovery, onboarding, and implementation of new business systems and platform enhancements.
Monitor and improve key operational metrics such as customer health scores and system performance indicators.