Customer Integration Specialist

Summary

Join Macmillan Learning as a Customer Integrations Specialist (CIS) and play a vital role in onboarding, training, and supporting professors adopting Macmillan Learning products. You will be responsible for integrating these products with their native Learning Management Systems (LMS), ensuring a successful start to each semester for new adopters. The CIS facilitates internal communication across departments, strategically developing technology initiatives. This role involves conducting user needs analysis, leading screen-shared sessions, presenting webinars, and resolving support cases. You will also participate in UAT and testing for new features. Macmillan Learning is committed to driving innovation and seeks team members who thrive in a fast-paced, innovative environment.

Requirements

• 3+ years of successful sales/publishing/digital content delivery experience and results
• Experience working collaboratively across groups
• Ability to problem solve and generate solutions both specific to individual situations as well as more broadly for the entire LMS integration and institutions at large
• Ability to train both users and in-house colleagues on software and digital products
• Ability to train both novice and seasoned tech users on software and platforms

Responsibilities

• Conduct user needs analysis and consult with professors to set up integration between Macmillan Learning products integrated with native campus Learning Management Systems
• Lead screen-shared sessions to demonstrate, recommend, and establish the set up for basic and deep integration implementations, consulting on best practices for building in the native LMS
• Analyze customer needs, using internal and external research and customer interviews, to translate needs within custom developed product demonstrations
• Present customer webinars and integration demonstrations to promote Macmillan Learning products and transition customers from competing products to Macmillan Learning native technology
• Use LMS and customer specific knowledge to highlight product features and develop customer solution plans throughout the presentation
• Reviews and takes ownership of providing a solution for Support Cases escalated from Tier 1 Customer Support teams. Research, troubleshoot, and identify causes for the errors. Directly resolves or recommends pathways to resolution to the Customer
• Develop continuous feedback loops across departments to support digital strategy planning across the company, ensuring the voice of the customer is heard in product, development, sales, technical support and marketing initiatives
• Attend relevant conferences, seminars, and webinars to gain knowledge necessary to effectively promote higher education technology
• Maintain extensive knowledge of proprietary products and various Learning Management systems to effectively demonstrate how both platforms fit together
• Participate in UAT and testing for new features and functionality, provide constructive feedback to our Product teams to ensure that new features are bug/error free and efficiently meet requirements before releasing to our customers

Preferred Qualifications

• Bachelor's degree
• Professional experience demonstrating excellent verbal, written, and presentation skills to convey complex information to a variety of audiences
• Excellent technical skills and the ability to solve problems
• Experience adhering to strict deadlines
• Experience working in a fast-paced environment where attention to detail is important
• Ability to learn quickly, multi-task, prioritize, and take initiative to provide support
• Experience demonstrating excellent analytical / problem solving skills
• Proficient computer skills with experience using Windows and all Microsoft Office products
• Proficient skills in LMS Systems, Macmillan Technology, and the interaction and interoperability of both

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