EdTech Customer Success Representative (San Antonio)

McGraw-Hill

416d • $60,000 - $76,000

About The Position

The EdTech Customer Success Representative plays a crucial role in building and maintaining relationships with educators and learners in the San Antonio area. This position focuses on driving product adoption and retention by acting as a trusted advisor to faculty at higher educational institutions. The representative will manage customer relationships throughout the customer lifecycle, ensuring effective implementation and use of McGraw Hill technologies while collaborating closely with sales teams to enhance customer experience and achieve performance targets.

Requirements

• Five plus years of sales or customer success experience including managing sales pipelines and delivering results on KPIs and quotas.
• 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.

Nice To Haves

• 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.

Responsibilities

• Leverage 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 track customer stages and measure pipeline velocity.
• Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales.
• Build strong relationships with faculty and administrators, becoming their trusted advisor for higher education course solutions.
• Ensure effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to various audiences.
• Partner with commercial teams to help drive continued value of McGraw Hill products.
• Review the customer journey and product usage to identify next steps, taking a consultative approach to help clients overcome issues and achieve goals.
• Prioritize tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals.

Benefits

• Annual sales incentive plan
• Full range of medical and/or other benefits depending on the position offered

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree