Customer Success Specialist

Overview

Join our dynamic Higher Education team that delivers powerful platforms, highly personalized course materials, and effective learning supplements to empower students in reaching their academic and professional aspirations.

From ALEKS to Connect to SIMNet, the products you'll work on are used around the globe.

With the fast-changing landscape in education and the rapid evolution to digital, McGraw Hill has an exciting opportunity for a Customer Success Specialist based in Johor Bahru, Malaysia joining our very successful Asia Digital Success team. We are seeking a natural self-starter, someone who is both detail-oriented and customer focused, continuously improving student, instructor, and institutional teaching/learning experiences through McGraw Hill’s premium digital products and services.

The Customer Success Specialist, plays a pivotal role in ensuring positive customer experience and driving business growth. This role focuses on building strong, enduring relationships with customers, ensuring they derive maximum value from the products and services.

Your contribution to the team includes:

• Proactively drive long-term digital adoptions and renewals by engaging with existing digital customers to ensure optimal usage, address customer needs, and implement strategies to enhance solution utilization.
• Ensure seamless onboarding and implementation plans for digital customers, guiding them through course setup, integration, and best practices to optimize their experience.
• Develop and execute structured implantation plans ensuring customers are equipped with necessary knowledge in our solutions to successfully integrate our solutions into their courses.
• To provide ongoing support and proactive engagement to customer to ensure success post implementation, including effectively training, troubleshooting support and best practices recommendation.
• Regular touch point with customer to build a long-trusted partnership that drives business growth.
• Use Salesforce.com efficiently for tracking customer insights, digital information and ensuring visibility of activities across teams.
• Building strong and trusted internal relationships with Education Consultants (sales reps), Sales Managers, Product Marketing teams and the wider Digital Success team to support business growth.
  
  

What you’ll need to be successful:

• Relevant experience, such as working with customers in educational publishing, educational technology, pre- and post-sales support, teaching, or training.
• Strong analytical and problem-solving skills, including effective troubleshooting abilities.
• Excellent written and oral communication skills, encompassing both technical and customer-facing language.
• The ability to give clear precise instructions that are readily understandable by non-technical users.
• High proficiency in Microsoft suite of products
• Strong presentation skills and experience presenting to a group is an advantage.
  
  

Spirit to Win

If you can bring your dedicated passion, we can help students attain their goals and achieve their dreams. We foster a culture of helping those that want to learn, and we offer open and collaborative working environments that will enable you to succeed. Every day your individual efforts contribute to the lives of millions.

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