Customer Success Representative, Field

Build the Future

McGraw Hill’s Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic and professional careers.
We have an opening for a Customer Success Representative working remotely as a member of our Customer Success team. Reporting to the Manager, Customer Success Team, the CSR is responsible for promoting customer success by providing guidance, training, and support that empowers college-level faculty and administrators to harness the power of our solutions.

From boosting student engagement and performance to advancing affordability, access, and equity, your work will focus on driving improved educational outcomes and cultivating relationships that result in enduring customer loyalty, retention, and growth.

You will partner closely with the Sales Representatives in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage.

This role will require travel up to 25% to meet with professors and administration on-site in the territory. Customer Success Representatives spend 3-4 days per week on campus during our busy sales and renewal 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 accounts in Nebraska and parts of South Dakota. All applicants must be authorized to work for any employer within the United States and hold a valid driver's license.

• Develop, maintain, and articulate in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and how they integrate with the school’s Learning Management System.
• Share best practices and have a working knowledge of fundamental concepts related to learning science and instructional design.
• Utilize Salesforce and Gainsight daily to manage sales pipeline, track customer stages, measure pipeline velocity, and track customer engagements.
• Partner with Sales and Customer Success team members to assess needs, develop implementation plans, and leverage McGraw Hill Higher Education's support to retain existing customers and win new business.
• Oversee implementation processes for both new and returning customers to ensure they are continuously positioned to achieve improved outcomes and enjoy the best experience possible.
• Conduct one‑on‑one and group meetings via Zoom to provide consultative guidance, training, and support tailored to customer's unique needs and goals.
• Provide timely follow-up to meetings and responses to incoming customer inquiries related to implementation of our digital products.
• Facilitate resolution of customer issues via troubleshooting, research, and collaboration with fellow implementation consultants, sales partners, product teams, and technical support staff.
• Actively participate in team meetings, strategy calls, and learning and development exercises.
• Contribute to ongoing evolution of McGraw Hill Higher Education's products and services by relaying vital customer feedback and generating new ideas to inform future updates and enhancements.

• Bachelor’s Degree.
• 1-2 years experience in customer success or similar role related to software implementation (higher education experience preferred but not required).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence.
• Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication,…