Director, Customer Solutions

Impact the Moment    
When was the last time you experienced the impact of your work? Our Global Professional Sales 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 Director, Customer Solutions to drive the McGraw Hill mission by leading solutions consultancy strategy and customer success across North America. Reporting to the VP, Digital Sales, the Director, Customer Solutions will be responsible for leading and managing our Solution Consultancy and Customer Success teams.  

 

As Director, Customer Solutions, you will ensure seamless onboarding of new products, strengthen institutional partnerships, and position Solutions Consultants and Customer Success as a strategic enabler of growth and retention. You will also oversee the key account plans across the North American territory while considering regional insights and challenges. Your team of Solutions Consultants and Customer Success representatives will carry partial revenue responsibility focused on retention and uncovering upsell opportunities for the business.  

 

This position is open to candidates that permanently reside within the United States or Canada. This role will work from a remote home office and travel regularly throughout the year. Travel is up to 15% of the year throughout the United States, Canada, and Caribbean. 

 

• Drive the customer transformation implementation roadmap, ensuring readiness, scalability, and operational efficiency across all product launches in the pre-sales stage.  

• Lead the pre-sales and onboarding processes, integration support, customer training, usage analytics, health checks and technical troubleshooting across North American customers. Develop standardized implementation frameworks and adoption best practices.  

• Leverage analytics within overall strategy and utilize to build risk intervention programs.  

• Oversee and expand Key Account Management and identify and influence upsell opportunities within Key Accounts. Ensure effective management of these strategic accounts and ensure revenue growth and retention.  

• Collaborate across Customer Success, Educational Consultancy, Marketing, Product, Customer Experience, Customer Service Operations Management and Sales and liaise directly with cross-functional team leaders. 

• Analyze data and communicate usage performance to key accounts. Collaborate with Marketing to help develop campaigns to drive usage. 

• Work with the product technology team to provide sufficient information to formulate the product strategy and workarounds to ensure the success of new product integration and adoption. Work to embed the team as a key point of contact for technical troubleshooting and escalations. 

• Represent and communicate risk exposure/mitigation plans to the Senior Leadership Team and build Customer Success relationships within other business units to share best practices.  

• Education to degree level required 

• 10+ years of sales and/or account management experience 

• 5+ years of people management experience  

• Advanced technical understanding of learning management systems and university technological eco-systems 

• Ability to understand how digital solutions can be utilized in everyday teaching and learning is critical 

• Ability to produce and interpret high level usage visualizations for internal and external use 

• Advanced proficiency with MS Office suite and CRM systems, salesforce.com preferred 

• Experience of large-scale project management 

• Experience with analytics and translating data into insights 

• Experience with implementing complex digital arrangements 

• Ability to work effectively to deliver projects in complex multi-vendor environments, and manage timelines, stakeholder deliveries and expectations 

• Strong verbal, presentation and written communication skills 

Why work for us?   
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions.   

 

The base pay range for this position is between $90,000 - $125,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual incentive bonus plan based on retention/upsell will 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.  Click here to learn more about our benefit offerings. 

 

McGraw Hill recruiters always use a “@mheducation.com or @careers.mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.