Job Description

As a member of the Customer Success team, the Implementation & Engagement Specialist - Higher Ed partners with higher ed instructors and administrators to provide guidance, training, and support that exceeds expectations. They serve as a proprietary software authority working to resolve any issues that instructors encounter within their Macmillan Learning digital solution.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We strongly encourage and welcome applications from individuals of all backgrounds, including women and people of color, to apply for this role. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We believe in fostering a diverse and inclusive workplace, and we recognize that unique perspectives and experiences contribute to the strength of our team. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. We value your potential, and we are committed to providing a supportive and inclusive environment where all individuals can thrive and contribute their best .

Major responsibilities include, but are not limited to:

• Consult and train higher ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructor’s course goals are met.
• Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions, owning escalations and resolutions.
• Advise instructors in using all aspects of Macmillan Learning digital platforms. Compose responses to all instructor inquiries and requests in a timely and professional manner.
• Respond to instructor inquiries regarding content, including addressing comments, misconceptions, and errors by both students and instructors.
• Work with the sales and marketing teams on activities designed to promote learning success and retain current business. Establish and build upon the relationships with instructors to promote renewal business.
• Provide recommendations and feedback on future software enhancements and content development based on analysis of experience with customers, user needs, and customer feedback.

Qualifications

Required Qualifications:

• Bachelor's degree.
• Detail oriented.
• Experience working in support of software (selling, training, support escalations) Experience as a teacher, tutor, or TA in social sciences or STEM discipline.
• Experience with typical office software including email, spreadsheets, and word processing.
• Strong organizational, communication, and time management skills.

Preferred Qualifications:

• Experience with Google Apps.
• Previous experience with incorporating digital education materials into a higher ed classroom.
• Experience with Salesforce Lightning.
• Experience with LMS (Blackboard, Canvas, D2L, Moodle, Sakai).
• Customer service experience.
• Experience with conflict de-escalation and resolution.

Salary Range: $60,000 - $65,000

Exemption Status: Exempt

Physical Requirements:

Requires periods of close concentration in a sometimes busy and open office; must be able to multi-task; must be able to travel occasionally.

Must be able to work more than 40 hours per week as needed.

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.

Additional Information

B enefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• 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!

Macmillan Learning is a privately-held, family-owned company that inspires what’s possible for every learner. We envision a world in which every learner succeeds. Through our content, tools and services, we aim to make that a reality. To learn more, please visit macmillanlearning.com, join our Macmillan Community, stay connected to our Learning Stories blogs, or see us on LinkedIn, Facebook, or X. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a global media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. You can read more about our Diversity, Equity, & Inclusion initiatives here.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education’s guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.