McGraw Hill Looking for Customer Success Specialist (Fresno) at Santa Clara, CA  Full Time

Impact the Moment

When was the last time you experienced the impact of your work? Our customer success team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes.

We’re looking for a Customer Success Specialist to support our territory that covers the Fresno, CA region (candidates must be located in the Fresno, CA area to be considered). Reporting to a Customer Success Specialist Manager in our Higher Education Sales Organization, the Customer Success Specialist will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle.

This position does require regular onsite visits to the university and college campuses within the defined territory. Customer Success Specialists must be prepared to travel within Fresno, CA to spend approximately 20 percent of their time with professors and university administration. Additionally, travel could be as high as 50 percent of time in the first 3-6 months of onboarding. Overnight travel may be required 2-3 times per year for regional and national meetings.

How can you make an impact?

As a Customer Success Specialist, you will act as the trusted advisor to faculty at higher educational institutions. You will be responsible for understanding the customer’s unique goals, issues, and service needs in order to successfully drive product adoption and retention. The ideal candidate is a self-motivated and collaborative individual who takes a relationship-driven approach to their work.

What you will be doing:

• Leveraging McGraw Hill’s existing customer base to grow digital users
• Building strong relationships with faculty and administrators – becoming their trusted advisor for higher education course solutions and continuously identifying new opportunities to cultivate partnerships.
• Ensuring effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences.
• Partnering with commercial teams to help drive continued value of McGraw Hill products
• Reviewing the customer journey, product usage, to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals

Must have experience in one of these four areas:

• Five plus years of consulting/customer success experience
• Instructional Design experience in Higher Education
• Instructional experience within Higher Education (professor, lecturer, or TA)
• Work experience in communications, marketing, sales, account management or customer success capacity

Must have the following:

• A Bachelor’s Degree required, advanced degree in education or educational technology preferred
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Ability to troubleshoot technology issues and support digital offerings
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities

The average base salary range for this position is around $75,000- $85,000 annually, however, base salary pay offered may vary depending on job-related knowledge, skills, and experience. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. This information is provided per the New York City Pay Transparency Bill and the Colorado Equal Pay Act.

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McGraw Hill is an equal opportunity employer. McGraw Hill is committed to celebrating and supporting the differences that make us each unique and will not discriminate based on a person’s gender, gender identity or expression, nationality, color, race, ethnicity, religion, sexual orientation, disability, appearance or veteran status. We are proud to be an equal opportunity and affirmative action employer, and we will also provide reasonable accommodation to qualified individuals with disabilities.