Customer Success Manager

5 months ago

Whitby, Canada McGraw Hill LLC. Full time

Overview:
**Build the Future**
McGraw Hill Canada’s Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic and professional careers.

We have an opening for a
** Customer Success Manager** working as a member of our Sales team. Reporting to the Sales & Commercial Director, the Customer Success Manager is responsible for retaining customers that leverage MH Courseware products. The CSM works with customers to help them understand learning trends that enhance student success outcomes, grows digital product adoptions, and works closely with our Sales team on the customer sales journey.

**How can you make an impact?**
From boosting student learning performance to advancing digital platform usage, your work will focus on driving improved educational outcomes and cultivating relationships that result in enduring customer loyalty, retention, and growth. You will be accountable for growing our core revenue and retaining our high revenue generating customers by forming and maintaining relationships with faculty members, chairs, deans, and department support staff.

**What would you be doing?**
- Develop, maintain, and articulate in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, ALEKS) as well as working knowledge of fundamental concepts related to learning science and instructional design.
- Meeting and exceeding retention targets including closing renewal opportunities.
- Design and deliver the implementation process to customers and build commitment to usage with customers.
- Share data and product knowledge that encourages the use of courseware features and additional products to enhance teaching outcomes.
- Facilitate the sales process with customer to upgrade to new versions of our products and platforms and discovering new leads along the process.
- Partner with Customer Success and Implementation teams on the customer sales and implementation journey.
- Utilizing Salesforce on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.
- Actively participate in team meetings, strategy calls, and learning and development exercises to build strong and trusted relationships with all MH stakeholders.

**We’re looking for someone with**:

- Post-secondary degree/diploma required, ideally in Business or Management
- 1-3 years digital/software sales experience with proven track record of achieving targets
- Superior interpersonal and communication skills
- Customer centric with a passion for technology-enabled educational solutions
- Self-starter with excellent time management and organizational skills
- Creative problem-solving ability and the ability to excel through change
- Experience using Salesforce and Microsoft Office Applications

**Why work for us?**
The work you do at McGraw Hill will be work that matters. As the leading education partner for millions of educators, learners and professionals, we are expanding the possibilities of content and technology to make learning better in a connected world. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

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