Customer Experience Associate

Job description

Company Description

OUR MISSION

Inspiring what’s possible for every learner.

Every great company has a culture that makes it unique; a compelling sense of purpose that drives people to show up to work each day. For Macmillan Learning, that purpose is to inspire what’s possible for every learner. We are energized by that mission and by our role as a positive force in education. We know that what we do makes a difference and we work everyday to unlock the potential of every learner, actively participating in each one’s educational life with our course materials and digital tools. As a privately-held, family-owned company, we provide our employees with the freedom to focus on what’s most important: the students.

Job Description

At Macmillan Learning, we’re committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you’re a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you’ll play a vital role in advancing our mission. If you’re excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we’d love to hear from you!

You are customer-focused with a talent for building strong, lasting relationships. You bring a solutions-oriented mindset, thrive on resolving customer challenges, and are motivated by meeting and exceeding adoption and retention goals. Your organizational skills and ability to collaborate across teams will make you a critical part of our mission to provide an exceptional experience for all BFW users.

As a High School Customer Experience Associate, you will play a vital role in ensuring a seamless experience for administrators, teachers, and students in accessing and utilizing BFW materials. You will work directly with educational and technical admins, teachers, and other key decision-makers to support product adoption, customer loyalty, and retention. Through building and nurturing relationships, you’ll drive customer satisfaction, identify upsell and cross-sell opportunities, and contribute to our renewal goals.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We strongly encourage and welcome applications from individuals of all backgrounds, including women and people of color, to apply for this role. We’re eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We believe in fostering a diverse and inclusive workplace, and we recognize that unique perspectives and experiences contribute to the strength of our team. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. We value your potential, and we are committed to providing a supportive and inclusive environment where all individuals can thrive and contribute their best .

Responsibilities include, but are not limited to:

Account & Relationship Management (50%)

• Relationship Building: Establish and manage key communication lines at the account and adoption levels with technical contacts, administrators, and integration contacts.
• Account Oversight: Monitor and manage account health, ensuring smooth operations and proactive identification of potential friction points.
• Opportunity Management: Track and update renewal opportunities, collaborate with sales for potential cross-sells and up-sells, and identify accounts at risk.
• Account Reviews: Conduct mid-year and end-of-year reviews to assess license usage, account satisfaction, and facilitate renewals.

Customer Support & Inbound Requests (5%)

• Primary Point of Contact: Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, and account modifications.
• Service Coordination: Liaise with customer support, manage inbound inquiries, and ensure customer issues are addressed promptly.
• Resource Management: Update and add contacts in Salesforce, extend access, and ensure teachers have the necessary resources, like test banks and getting started guides.

Training & Product Adoption (5%)

• Customer Training: Lead technical consults post-sale, providing group and 1:1 training sessions on product platforms, integrations, and privacy policies.
• Resource Creation: Develop asynchronous resources (videos, guides) to support ongoing customer education and product usage.
• Usage Monitoring: Track license usage to ensure product adoption aligns with account goals, promoting training and best practices as needed.

Troubleshooting & Peak Period Support (10%)

• Issue Resolution: Act as a single point of contact during peak periods, troubleshooting access issues and course setup, and escalating tickets when necessary.
• Product Feedback: Capture and relay feedback from customers to improve the product and identify areas for operational improvement.

Product Feedback & Improvement (5%)

• Feedback Gathering: Surface challenges and obstacles related to product content or the Achieve platform, collaborating with cross-functional teams to address them.

Renewals & Upsells (15%)

• Renewal Qualification: Qualify renewal opportunities by gathering key decision dates and critical information to support proactive sales activities.
• Customer Upsell Initiatives: Assist in identifying upsell opportunities, such as digital add-ons or expiring licenses, to support account growth.

Monitoring & Automation (10%)

• Data Collection: Collect and maintain updated information on key accounts, including start dates, integration types, and key contacts.
• Automation Support: Oversee automated communications and drip campaigns to keep customers engaged and informed about new features, in collaboration with marketing.

Qualifications

Required Qualifications:

• Bachelor’s degree in Business, Education, or a related field.
• 2+ years in customer support, account management, or a similar role, ideally in educational technology or publishing.
• Strong relationship management, customer service orientation, and proficiency in CRM tools (e.g., Salesforce).
• Detail-oriented, proactive, solutions-focused, and able to manage multiple priorities, especially during peak seasons.

Preferred Qualifications:

• Experience within the education industry or familiarity with educational products.
• Experience in customer success / customer experience / account management.
• Demonstrated experience championing innovation within a customer success or account management role, especially through process improvements, automation, or introduction of new tools or workflows.
• Creative problem-solving mindset with a track record of designing novel customer engagement tactics or resource solutions that go beyond standard protocols.
• Experience in using or evaluating AI-driven tools, learning analytics platforms, or other innovative edtech solutions to drive customer engagement and product adoption.

Salary Range: $55,000 - $60,000/year.

Physical Requirements:

Requires periods of close concentration.  Must be able to concentrate in noisy/busy environment; must be able to bend and reach to file.  Must be able to travel occasionally; work overtime - more than 40 hours a week – as needed.  Required to travel to National and Regional Meetings 1-2 times per year (US & Canada).

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.

Additional Information

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People’s Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family-owned company that inspires what’s possible for every learner. We envision a world in which every learner succeeds. Through our content, tools and services, we aim to make that a reality. To learn more, please visit macmillanlearning.com, join our Macmillan Community, stay connected to our Learning Stories blogs, or see us on LinkedIn, Facebook, or X. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a global media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. You can read more about our Diversity, Equity, & Inclusion initiatives here.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education’s guidance.  Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.