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McGraw Hill · 5 hours ago

Field Customer Success Representative (Ohio)

Ohio, United States

Full-time

Hybrid

Senior Level

$55K/yr - $77K/yr

5+ years exp

McGraw Hill is seeking a Field Customer Success Representative to support their Higher Education Sales Organization in Northeast Ohio and Western Pennsylvania. The role involves managing customer relationships, driving product adoption and retention, and collaborating with faculty to optimize the customer experience.

E-LearningEdTechEducationPublishing

Responsibilities

Leveraging McGraw Hill’s existing customer base to grow digital users through account expansion including upselling and cross-selling

Take ownership of key performance indicators (KPIs) related to customer retention, renewal, and overall satisfaction, driving strategies to meet and exceed targets

Manage and optimize the sales pipeline using Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining

Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales

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

Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals

Qualification

Customer success experienceSalesforce proficiencyAnalytical mindsetInstructional Design experienceProject management skillsMultitasking abilityCommunication skillsTeam player