Customer Success Representative, Inside

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Overview<br><br><p><strong><span>Build the Future</span></strong></p><p><span>McGraw Hill’s Higher Education team delivers powerful platforms, highly personalized </span><span>course materials, and effective learning supplements to help students achieve their </span><span>goals at every stage of their academic and professional careers.</span></p><p> </p><p><strong><span>How can you make an impact?</span></strong></p><p><span>This remote Inside, Customer Success Representative will support college-level faculty and administrators by providing guidance, training, and resources to help them successfully use our solutions. The role focuses on improving educational outcomes, student engagement, affordability, access, and equity while building strong customer relationships that drive loyalty and retention. The CSR will partner closely with Sales and other Customer Success team members to manage customer pipelines and track progress. This role will also focus on increasing digital product usage and supporting opportunities for customer growth.</span></p><p> </p><p><strong><span>This is a remote role</span></strong><span> open to candidates residing ideally in the Eastern or Central Time Zone. Candidates should be authorized to work for any employer in the United States. There is a requirement for 5-10% travel throughout the year.</span></p><p> </p><p><strong><span>What would you be doing?</span></strong></p><ul><li><span>Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect and SIMnet, as well as foundational learning science and instructional design concepts.</span></li><li><span>Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data.</span></li><li><span>Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities.</span></li><li><span>Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience.</span></li><li><span>Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals.</span></li><li><span>Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support.</span></li><li><span>Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services.</span></li></ul><p> </p><p><strong><span>We’re looking for someone with:</span></strong></p><ul><li><span>Bachelor’s Degree.</span></li><li><span>1-2 years experience in customer success or similar role related to software implementation (higher education experience highly preferred).</span></li><li><span>Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence.</span></li><li><span>Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.</span></li><li><span>Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.</span></li><li><span>Instructional design, teaching and/or coaching experience also a plus.</span></li><li><span>Experience using Salesforce and Gainsight is preferred.</span></li></ul><p> </p><p><strong><span>Why work for us?</span></strong></p><p><span>The work you do at McGraw Hill will be work that matters. As the leading education </span><span>partner for millions of educators, learners and professionals, we are expanding the </span><span>possibilities of content and technology to make learning better in a connected world.</span></p><p><span>Play your part and experience a sense of fulfilment that will inspire you to even greater </span><span>heights.</span></p><p> </p><p><span>The pay range for this position is between $60,000 - $70,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.  Click <a href="" rel="noopener noreferrer">here</a> to learn more about our benefit offerings.</span></p><p> </p><p><span>McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses 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.</span></p><p> </p> 51415

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...