Customer Success Representative (San Antonio/Austin)

McGraw Hill LLC.•UNAVAILABLE, UNAVAILABLE

6d•Hybrid

About The Position

McGraw Hill’s Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic and professional careers. We have an opening for a Customer Success Representative working remotely as a member of our Customer Success team. Reporting to the Manager, Customer Success Team, the CSR is responsible for promoting customer success by providing guidance, training, and support that empowers college-level faculty and administrators to harness the power of our solutions. You will partner closely with the Sales Representatives in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage. This role is open to applicants who are authorized to work for any employer in the United States. Candidates should reside in the territory of San Antonio or Austin, Texas. Candidates should be willing and able to travel up to 50% of the time during the day, and 5-10% of the time overnight for team or company meetings.

Requirements

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

Nice To Haves

Candidates with a background in educational administration, education technology, or curriculum design is strongly preferred.
Experience using Salesforce and Gainsight is preferred.

Responsibilities

Develop and maintain expert knowledge of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen), Learning Management System integrations, and best practices in learning science and instructional design to provide consultative support to customers.
Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and drive successful onboarding, adoption, retention, and expansion opportunities for new and existing customers.
Manage customer relationships and implementation projects using Salesforce and Gainsight to track pipeline, customer engagement, implementation progress, and overall customer success.
Lead one-on-one and group virtual training sessions, provide ongoing implementation guidance, respond promptly to customer inquiries, and ensure customers achieve desired outcomes with McGraw Hill's digital solutions.
Troubleshoot customer issues by collaborating with implementation consultants, sales partners, product teams, and technical support to deliver timely resolutions and an exceptional customer experience.
Participate in team strategy, professional development, and cross-functional initiatives while capturing customer feedback and sharing insights to influence future product enhancements and service improvements.