Customer Experience Associate

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🕒 May 9

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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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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!