Customer Success

1 week ago

Singapore MCGRAW-HILL EDUCATION (SINGAPORE) PTE. LTD. Full time
Roles & Responsibilities

Spirit to Win

Could your creative thinking build the future? McGraw Hill makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways.


McGraw Hill is seeking a passionate Customer Success Specialist to join our team. If you have a knack for connecting with people, delivering high-quality training, and enhancing the customer experience, this is the perfect opportunity for you


How can you make an impact?

The Digital Product Trainer will conduct Web-based, in-person, phone, and email training to promote product features and functionality to our customers. You will identify customer specific training needs to improve the user experience and overall usage of our digital products and provide easy options for customers to find answers as quickly as possible.


You will also work with Sales and Marketing teams to identify at-risk accounts that have not optimized usage potential. Consult with account managers to determine optimal training programs to reach end-users. Engage customers to ensure key product features are enabled, well-advertised, leveraged and solve customer needs. Communicate professionally and comfortable with librarians, faculty, and students. Share feedback with Professional Management and Sr. Leadership.


A typical day might include:

  • Conduct Web-based, in-person, phone and emailing training to promote product features and functionality to our customers.
  • Identify customer specific training needs to improve the user experience and overall usage of our digital products.
  • Work with Sales and Marketing teams to identify at-risk accounts that have not optimized usage potential while consulting with account managers to determine optimal training programs to reach end-users.
  • Engage customers to ensure key product features are enabled, well-advertised, leveraged and solve customer needs.
  • Utilize data and analytics for decision making, identifying at-risk accounts that have not optimized usage potential.
  • Answer customer enquiry tickets actively and professionally coming from librarians, faculty and students. Share feedback with Professional Management and Sr. Leadership.
  • Create a communication plan that will educate faculty, librarians, and students of the available resources.
  • Develop various ways to effectively communicate unique selling features and product functionality by creating and using videos, webinars, etc.

We’re looking for someone with:

  • Bachelor’s or advanced college degree in a related field
  • Minimum of two years' experience in a customer facing role
  • Experience working in a college/university setting is a major plus
  • Experience working in a library environment or directly with librarian serves as a plus
  • Demonstrated organizational, analytical, and interpersonal skills, creative thinking, problem solving with an immense attention to detail
  • Experience developing/delivering professional trainings
  • Experience in learning multiple digital platforms and the ability to teach others
  • Excellent written, oral and presentation skills
  • Ability to travel at least 25% in the role

Why work for us:

At McGraw Hill, innovation drives everything we do. You'll have the chance to grow and develop while making a lasting impact on the education industry.


Tell employers what skills you have

Account Management
Leadership
Customer Experience
Interpersonal Skills
Training Needs Analysis
User Experience
Customer Success
Information Technology
Selling
Attention to Detail
Presentation Skills
Customer Satisfaction

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