Customer Experience Associate

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Macmillan

Site WebLinkedInTous les Emplois

1001 - 5000 employés

📱 Médias

📚 Éducation

Media • Education

Macmillan est une entreprise d'édition mondiale de premier plan, reconnue pour sa diversité d'empreintes publiant de la fiction pour adultes et enfants, des ouvrages non fictifs et des matériaux éducatifs. Faisant partie du Holtzbrinck Publishing Group, Macmillan gère également Macmillan Learning et Macmillan Education, offrant des solutions de cours interactifs, du contenu pour l'enseignement supérieur, l'apprentissage des langues, et l'édition de programmes scolaires à travers des dizaines de pays. L'entreprise se concentre sur le soutien aux auteurs, éducateurs, étudiants et institutions avec un contenu de classe mondiale et des outils d'apprentissage numérique.

Description

• Proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts, and users. • Monitor and manage account health as identified by leadership. • Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, account modifications, and issues. • Successfully lead technical consults post-sale, providing engaging, tailored, and results-oriented group and/or 1:1 training sessions on product platforms. • Qualify renewal/rollover opportunities by gathering key decision dates and critical information and target them appropriately based on opportunities.

🎯 Exigences

• Bachelor’s degree in Business, Education, or a related field. • 2+ years of experience 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.

🏖️ Avantages

• 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!