[Hiring] High School Customer Experience Associate @Macmillan
High School Customer Experience Associate @Macmillan
Customer Service
Salary usd 55,000 - 60..
Remote Location
🇺🇸 USA Only
Employment Type full-time
Posted 2d ago

[Hiring] High School Customer Experience Associate @Macmillan

2d ago - Macmillan is hiring a remote High School Customer Experience Associate. 💸 Salary: usd 55,000 - 60,000 per year 📍Location: USA

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!
Before You Apply
🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
High School Customer Experience Associate @Macmillan
Customer Service
Salary usd 55,000 - 60..
Remote Location
🇺🇸 USA Only
Employment Type full-time
Posted 2d ago
Apply for this position
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Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
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🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
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