Customer Experience Associate

Job not on LinkedIn

🔥 9 hours ago

🇺🇸 United States – Remote

💵 $55k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Macmillan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📱 Media

📚 Education

Media • Education

Macmillan is a leading global publishing company and home to a wide range of imprints that publish adult and children’s fiction, nonfiction, and educational materials. Part of the Holtzbrinck Publishing Group, Macmillan also operates Macmillan Learning and Macmillan Education, providing interactive course solutions, higher education content, language learning, and school curriculum publishing across dozens of countries. The company focuses on supporting authors, educators, students, and institutions with world-class content and digital learning tools.

📋 Description

• Build and manage relationships with technical contacts, administrators, integration contacts, and classroom users across the assigned territory • Monitor account usage and health metrics using PowerBI, Amplitude, and Salesforce • Identify account friction points and maintain timely customer communication • Deliver tailored group and 1:1 technical consultations and training sessions on product platforms, integrations, and privacy policies • Schedule structured 1:1 calls with Sales Representatives and align customer outreach efforts • Handle inquiries about license access, expiry dates, account modifications, and peak-period troubleshooting • Develop asynchronous educational resources such as video tutorials and getting-started guides • Qualify renewal opportunities by tracking decision dates and license usage • Identify potential digital upsells • Collaborate with Integration, Support, Marketing, Editorial, and Product teams • Maintain documentation and shared knowledge

🎯 Requirements

• Bachelor’s degree in Business, Education, or a related field • 2+ years of experience in customer support, account management, or a related role • Experience ideally within educational technology or publishing • Ability to build strong customer relationships • Experience using CRM tools such as Salesforce to maintain clean data and account records • Strong organizational skills and attention to detail • Solutions-focused mindset and ability to handle multiple priorities during peak periods • Clear written and verbal communication skills across technical and non-technical audiences • Ability to travel occasionally • Ability to work overtime, more than 40 hours a week, regularly as needed

🏖️ Benefits

• Competitive pay and bonus plan • Medical, dental, and vision health benefits • 401k retirement contributions through Fidelity • Paid time off, sick time, floating holidays, and paid holidays • Employee Assistance Program • Education Assistance Program • 100% employer-paid life and AD&D insurance • Remote employment eligibility