[Hiring] High School Customer Experience Associate @Macmillan

Role Description

As a High School Customer Experience Associate (CXA), you will serve as a trusted partner for teachers, administrators, and technical contacts using BFW high school programs. In this dynamic role, you will ensure customers are confident, supported, and successful with our materials from onboarding through renewal. Part customer success, part trainer, and part account analyst, you will:

• Proactively build relationships.
• Lead training sessions.
• Troubleshoot access issues.
• Track account health to drive adoption and support renewal goals.

We know some talented people hesitate to apply when they don't check every box on a list. If this role has you excited and you believe you could do the work well, we want to hear from you, even if your path here doesn't match every requirement exactly.

What You’ll Do

• Build and manage relationships:
  • Proactively establish communication channels with technical contacts, administrators, integration contacts, and classroom users across your assigned territory to ensure personalized, seamless support.
• Oversee account health:
  • Monitor account usage and health metrics using tools like PowerBI, Amplitude, and Salesforce, proactively identifying friction points and maintaining timely communication.
• Lead customer training:
  • Deliver engaging, tailored group and 1:1 technical consults and training sessions on product platforms, integrations, and privacy policies post-sale.
• Partner openly with Sales:
  • Schedule regular structured 1:1 calls with Sales Representatives, establishing clear agendas and alignment on customer outreach efforts.
• Serve as a primary support contact:
  • Handle customer inquiries related to license access, expiry dates, account modifications, and peak period troubleshooting.
• Create educational resources:
  • Develop targeted, quality asynchronous resources such as video tutorials and getting-started guides.
• Support renewals and growth:
  • Qualify renewal opportunities by tracking key decision dates, monitoring license usage, and identifying potential digital upsells.
• Collaborate cross-functionally:
  • Work alongside Integration, Support, Marketing, Editorial, and Product teams while maintaining documentation and shared knowledge.

Qualifications

• Bachelor’s degree in Business, Education, or a related field.
• 2+ years of experience in customer support, account management, or a related role, ideally within educational technology or publishing.
• Proven ability to build strong customer relationships and leverage CRM tools (such as Salesforce) to maintain clean data and account records.
• Strong organizational skills, attention to detail, and a solutions-focused mindset with the ability to handle multiple priorities during peak periods.
• Clear written and verbal communication skills across technical and non-technical audiences.

Preferred Qualifications

• Demonstrated experience championing process improvements, automation, or novel workflows within customer success.
• Track record of designing creative customer engagement tactics or asynchronous educational resources.
• Experience evaluating or utilizing AI-driven tools, learning analytics platforms, or edtech software to drive adoption.

Salary Range

$55,000 - $60,000 / year.

Exemption Status

Exempt

Physical Requirements

• Requires periods of close concentration.
• Must be able to multi-task.
• Must be able to travel occasionally.
• Work overtime - more than 40 hours a week – regularly, as needed.

Benefits

• Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire.
• 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!