Customer Success Consultant

Overview

Customer Success Consultant

Impact the moment

We’re looking for a Customer Success Consultant to support our business, reporting to the Head of Customer Success in our Higher Education Sales Organization, the Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle. The goal will be to be an MEA customer experience champion and drive customer-centric change through insights and data.

How can you make an impact?

As a Customer Success Consultant at McGraw Hill Higher Education, you will play a pivotal role in enhancing customer experience and driving business growth. This position focuses on building strong, enduring relationships with customers, ensuring they derive maximum value from the products and services. The ideal candidate is a self-motivated and collaborative individual who takes a relationship-driven approach to their work.

What you will be doing:

• Engagement and Customer Support
• Support customer account in partnership with Sales team.
• Deliver efficient support and a positive experience to clients by: Supporting onboarding, platform training, adoption, and instructor engagement through data and analytics.
• Building strong relationships with key accounts and stakeholders, Visit key accounts frequently and be recognized as a value-add partner to educators, EdTech administrators and other key stakeholders
• End-to-End Implementation
• Lead the successful pre- and post-sales rollout of key digital products by: Managing all aspects of implementation plans
• Developing tailored digital solutions for the East-med region
• Creating internal resources to support sales
• Collaborating with internal and external partners to position MH as a digital leader.
• Account Management
• Execute management and growth within Key Digital Accounts as prioritized by Regional Leadership.
• Monitor and boost health of existing/new digital adoptions
• Liaise with Sales teams to leverage existing adoptions and target prioritized courses/departments
• Track and maintain activities via Salesforce.com
• Digital Best Practice
• The goal will be to be an MEA customer experience champion and drive customer-centric change through insights and data.
• Support MEA best-practice initiatives, helping lead process standardization pilots
• Identify local opportunities for improving business processes and effectiveness
• Assist in capturing, consolidating and sharing feedback to international teams (Product, Marketing, Engineering, etc.)
• Monitor digital adoption and penetration to increase product engagement and retention and share dashboards with relevant teams
• Work with regional teams to align processes, share best practices and data analytics
• We’re looking for someone with: Bachelor’s degree in business, Marketing, Communications, or related field (or equivalent experience).
• 4–8 years in sales support, customer service, or solutions implementation; EdTech/technology environment is a plus.
• Excellent verbal/written communication; strong analytical and problem
• ‑ solving skills; customer
• ‑ service orientation.
• Strong organization and time management; ability to manage multiple tasks and deadlines.
• Willingness and ability to travel up to 50% of the time
• 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.
• McGraw Hill recruiters always use a “@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.
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