Customer Success Consultant

Overview

Join McGraw Hill's expanding Northern UK team and contribute to transforming education on a large scale. This role allows you to impact educators and learners daily by fostering engaging learning experiences and strengthening ties with academic institutions through the promotion of innovative digital solutions.

Role Impact

As a Customer Success Consultant, you will be vital in helping customers maximize their success with our digital platforms. You'll serve as a reliable partner supporting institutions before and after sales to enhance value, boost engagement, and improve learning results.

Key Responsibilities

• Collaborate closely with universities and educational bodies to guarantee smooth rollouts of digital platforms.
• Function as the main contact point for account activation, validation, and management using internal systems such as PARIS.
• Coordinate with sales teams to provide unified customer support and nurture strong client relationships.
• Utilize data and analytics to encourage platform adoption and increased user engagement among educators.
• Conduct training sessions and provide onboarding assistance for platform users.
• Develop courses, assignments, and educational materials aligned with curriculum requirements.
• Oversee multiple stakeholders, timelines, and deliverables for various projects simultaneously.
• Keep precise records of customer communications and progress through CRM tools.
• Maintain customer relationships as the principal contact, driving engagement to support business success.

Qualifications and Skills

• Passionate about Learning Management Systems (LMS), educational technology, or software affecting learners' lives.
• Familiar with the Higher Education landscape, either academically or professionally.
• Strong analytical abilities with confidence in Microsoft Excel usage.
• Experience with SQL and/or Tableau is desirable.
• Proven capability to manage projects in multi-stakeholder environments, handling timelines and deliverables effectively.
• Excellent organizational and multitasking skills.
• Keen attention to detail and dedication to thoroughness in reports and communications.
• Self-motivated with a proactive approach and ability to deliver results independently.
• Exceptional interpersonal and communication skills suited for diverse stakeholder interactions.
• Accountable with a track record of following through on commitments.
• Proficient in leveraging data insights to inform decision-making and enhance customer engagement.

Additional Desired Skills

• French language fluency is advantageous.
• Previous experience within digital education or EdTech sectors.
• Background in supporting sales or customer success in technology-driven contexts.
• Familiarity with CRM tools such as Salesforce is preferred.

Company Values and Culture

• Customer and Market Focus: Prioritizing educators and learners.
• Data-Driven Decisions: Utilizing evidence-based approaches.
• Team Collaboration: Working across global and local teams.
• Agility: Quickly adapting to changes in the educational environment.
• Ownership: Taking responsibility for delivering results.

Compensation and Benefits

The annual salary for this role ranges from 32000 to 35000 GBP, with actual pay dependent upon the candidate's expertise, skills, and location. The compensation package may also include an annual bonus and comprehensive medical and other benefits based on the position.

Security Information

Recruiters from McGraw Hill will only communicate from official '@mheducation.com' or '@careers.mheducation.com' email domains, and will never ask for sensitive data via email. Any deviation from this should be treated cautiously.