Customer Success Representative

2 weeks ago


Dubuque, Iowa, United States Access Dubuque Full time

Unlock the Power of Customer Success

At McGraw Hill, we're committed to delivering exceptional customer experiences that drive meaningful outcomes. As an Inside Customer Success Representative, you'll play a vital role in empowering college-level faculty and administrators to harness the full potential of our digital solutions.

Key Responsibilities:

  • Develop and maintain in-depth knowledge of McGraw Hill's digital products, including Connect, SIMnet, and ALEKS.
  • Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, and measure pipeline velocity.
  • Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and leverage McGraw Hill's support to retain existing customers and win new business.
  • Oversee implementation processes for new and returning customers to ensure they're positioned for success.
  • Provide consultative guidance, training, and support to customers via one-on-one and group meetings.
  • Facilitate issue resolution through troubleshooting, research, and collaboration with implementation consultants, sales partners, product teams, and technical support staff.
  • Contribute to ongoing product evolution by relaying vital customer feedback and generating new ideas.

Requirements:

  • Bachelor's Degree.
  • 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required).
  • Exceptional communication and presentation skills to train and support customers with varying levels of technical acumen.
  • Ability to excel in a remote setting with high communication, organization, and attention to detail.
  • Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
  • Instructional design, teaching, and/or coaching experience a plus.
  • Experience using Salesforce and Gainsight preferred.

Why McGraw Hill?

We're committed to making a lasting impact on education and empowering educators to unlock the full potential of their students. Join our team and experience the fulfillment of working on projects that matter.



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