[Hiring] High School Customer Experience Associate @Macmillan

Role Description

As a High School Customer Experience Associate (CXA), you’ll be the trusted partner for teachers, administrators, and technical contacts using BFW high school programs. This is a dynamic position whose ultimate mission is to ensure customers are confident, supported, and successful with our materials — from onboarding to renewal.

• Part customer success, part trainer, and part account analyst.
• Proactively build relationships, lead training sessions, troubleshoot access issues, and track account health.
• Drive adoption, strengthen loyalty, and support renewal and growth goals.

Qualifications

• 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.

Requirements

• Account & Relationship Management/Ownership
• Relationship Building: Proactively establish and manage communication lines at the account and adoption levels.
• Account Oversight: Monitor and manage account health, ensuring smooth operations.
• Data Management: Track and update renewal opportunities and other Salesforce fields.
• Account Reviews: Conduct periodic reviews to assess license usage and account satisfaction.
• Open Collaboration with Sales Representatives: Work openly with Sales Reps and schedule regular structured calls.
• Customer Support & Inbound Requests
• Primary Point of Contact: Handle customer inquiries related to license access and account modifications.
• Service Coordination: Liaise with customer support and operations teams.
• Resource Management: Update contacts in Salesforce and ensure teachers have necessary materials.
• Training & Product Adoption
• Customer Training: Lead technical consults and provide engaging training sessions.
• Resource Creation: Develop targeted asynchronous resources for ongoing customer education.
• Troubleshooting & Peak Period Support
• Issue Resolution: Act as a single point of contact during peak periods for tiered customers.
• Integration Support: Submit Integration Request Cases and ensure progression of integration requests.
• Operational Feedback: Capture and relay feedback from customers for operational improvement.
• Renewals & Upsells
• Renewal/Rollover Qualification: Qualify renewal opportunities and ensure meaningful communication.
• User Outreach: Utilize data to target users and promote product features.
• Customer Upsell Initiatives: Assist in identifying upsell opportunities.
• Usage Monitoring: Track license usage and promote training as needed.
• Automation Support: Oversee automated communications and drip campaigns.
• Collaboration & Teamwork
• Team Engagement & Participation: Actively engage in team discussions and offer constructive feedback.
• Cross-Functional Collaboration: Contribute to cross-functional projects and maintain clear documentation.
• Collaborative Growth: Support colleagues through knowledge sharing and mentoring.
• Collective Success: Resolve conflicts constructively and drive innovative solutions.
• Documentation: Ensure communication/activity is documented according to expectations.

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
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!