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Customer Success Specialist (Michigan)

Job Overview

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 Customer Success Specialist to support our territory that covers the state of Michigan (candidates must be located in Michigan to be considered). Reporting to a Customer Success Specialist Manager in our Higher Education Sales Organization, the Customer Success Specialist will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle. 

This role will require travel (5-10% overnight dates throughout the year / daily travel throughout assigned district) to meet with professors and administration on-site. Customer Success Specialists spend 3-4 days per week on campus during semester kick-offs and our busy sales 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 the entire state of Michigan. 

How can you make an impact?  
As a Customer Success Specialist, 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 in order 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. 

What you will be doing:   

• Leveraging McGraw Hill’s existing customer base to grow digital users   
• 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 

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 required, 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 $65,000 - $75,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. 

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