Implementation and Engagement Specialist

Summary

Join Macmillan Learning's Customer Success team as an Implementation & Engagement Specialist - Higher Ed! Partner with higher education instructors and administrators, providing expert guidance, training, and support for our digital solutions. You will act as a software authority, resolving technical issues and ensuring instructors meet their course goals. This role involves consulting, training, and troubleshooting, along with collaborating with sales and marketing teams. You'll also provide valuable feedback on software and content improvements. Macmillan Learning values diversity and encourages applications from all backgrounds.

Requirements

• Bachelor's degree
• Detail oriented
• Experience working in support of software (selling, training, support escalations)
• Experience as a teacher, tutor, or TA in social sciences or STEM discipline
• Experience with typical office software including email, spreadsheets, and word processing
• Strong organizational, communication, and time management skills

Responsibilities

• Consult and train higher ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructor’s course goals are met
• Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions, owning escalations and resolutions
• Advise instructors in using all aspects of Macmillan Learning digital platforms. Compose responses to all instructor inquiries and requests in a timely and professional manner
• Respond to instructor inquiries regarding content, including addressing comments, misconceptions, and errors by both students and instructors
• Work with the sales and marketing teams on activities designed to promote learning success and retain current business. Establish and build upon the relationships with instructors to promote renewal business
• Provide recommendations and feedback on future software enhancements and content development based on analysis of experience with customers, user needs, and customer feedback

Preferred Qualifications

• Experience with Google Apps
• Previous experience with incorporating digital education materials into a higher ed classroom
• Experience with Salesforce Lightning
• Experience with LMS (Blackboard, Canvas, D2L, Moodle, Sakai)
• Customer service experience
• Experience with conflict de-escalation and resolution

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