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 Field Customer Success Representative to support our territory that covers Central Pennsylvania (candidates must be located in or close proximity to Harrisburg to be considered). Reporting to a Customer Success Manager in our Higher Education Sales Organization, the Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle. This role will require limited travel (5-10% overnight dates throughout the year / daily travel throughout assigned district) to meet with professors and administration on-site. This territory includes Harrisburg, Hershey and State College and has regular travel on campus. Customer Success Representatives spend 3-4 days per week on campus during semester kick-offs and our busy sales months, and 1-2 days per week at other times of the year. How can you make an impact?
As a Customer Success Representative, 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. You will partner closely with the Sales Representatives and Customer Success team in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage. Your success will be measured with KPIs around customer retention, renewal goals, account expansion, and customer satisfaction. What you will be doing:

• Leveraging McGraw Hill's existing customer base to grow digital usersthrough account expansion including upselling and cross-selling.
• 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
• Utilizing Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.
• Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline 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, advanced proficiency in Microsoft Excel
• 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
• Experience using Salesforce and Gainsight is preferred.
• Residence in the territory and willingness to travel is required. A valid drivers license and the ability to drive is required.

As this position requires traveling by car, we require candidates to have a valid driver's license with the ability to drive a car in the designated territory. The pay range for this position is between $65,000 - 79,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual sales incentive plan is included as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. to learn more about our benefit offerings.

McGraw Hill recruiters always use a "@mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.