Customer Experience Associate

Summary

Join Macmillan Learning as a High School Customer Experience Associate and ensure a seamless experience for administrators, teachers, and students using BFW materials. You will build and maintain strong relationships with key stakeholders, supporting product adoption and customer loyalty. Responsibilities include account and relationship management, customer support, training and product adoption, troubleshooting, and contributing to renewals and upsells. You will also gather customer feedback to improve products and processes. This role requires a Bachelor's degree, 2+ years of relevant experience, strong relationship management skills, and proficiency in CRM tools. The position offers competitive pay, generous benefits, and opportunities for professional growth within a fast-paced, innovative environment. Remote work is available, excluding certain states.

Requirements

• Bachelor’s degree in Business, Education, or a related field
• 2+ years in customer support, account management, or a similar role, ideally in educational technology or publishing
• Strong relationship management, customer service orientation, and proficiency in CRM tools (e.g., Salesforce)
• Detail-oriented, proactive, solutions-focused, and able to manage multiple priorities, especially during peak seasons

Responsibilities

• Relationship Building: Establish and manage key communication lines at the account and adoption levels with technical contacts, administrators, and integration contacts
• Account Oversight: Monitor and manage account health, ensuring smooth operations and proactive identification of potential friction points
• Opportunity Management: Track and update renewal opportunities, collaborate with sales for potential cross-sells and up-sells, and identify accounts at risk
• Account Reviews: Conduct mid-year and end-of-year reviews to assess license usage, account satisfaction, and facilitate renewals
• Primary Point of Contact: Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, and account modifications
• Service Coordination: Liaise with customer support, manage inbound inquiries, and ensure customer issues are addressed promptly
• Resource Management: Update and add contacts in Salesforce, extend access, and ensure teachers have the necessary resources, like test banks and getting started guides
• Customer Training: Lead technical consults post-sale, providing group and 1:1 training sessions on product platforms, integrations, and privacy policies
• Resource Creation: Develop asynchronous resources (videos, guides) to support ongoing customer education and product usage
• Usage Monitoring: Track license usage to ensure product adoption aligns with account goals, promoting training and best practices as needed
• Issue Resolution: Act as a single point of contact during peak periods, troubleshooting access issues and course setup, and escalating tickets when necessary
• Product Feedback: Capture and relay feedback from customers to improve the product and identify areas for operational improvement
• Feedback Gathering: Surface challenges and obstacles related to product content or the Achieve platform, collaborating with cross-functional teams to address them
• Renewal Qualification: Qualify renewal opportunities by gathering key decision dates and critical information to support proactive sales activities
• Customer Upsell Initiatives: Assist in identifying upsell opportunities, such as digital add-ons or expiring licenses, to support account growth
• Data Collection: Collect and maintain updated information on key accounts, including start dates, integration types, and key contacts
• Automation Support: Oversee automated communications and drip campaigns to keep customers engaged and informed about new features, in collaboration with marketing

Preferred Qualifications

• Experience within the education industry or familiarity with educational products
• Experience in customer success / customer experience / account management
• Demonstrated experience championing innovation within a customer success or account management role, especially through process improvements, automation, or introduction of new tools or workflows
• Creative problem-solving mindset with a track record of designing novel customer engagement tactics or resource solutions that go beyond standard protocols
• Experience in using or evaluating AI-driven tools, learning analytics platforms, or other innovative edtech solutions to drive customer engagement and product adoption

Benefits

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance