High School Customer Experience Associate

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we'd love to hear from you!

You are an adaptable relationship-driven professional with a passion for supporting educators and empowering classroom success. With a solutions-focused mindset, you excel at anticipating and addressing customer needs-proactively and reactively-while driving adoption and retention goals. You are adept at delivering engaging demonstrations of BFW's digital products and well-versed in the onboarding processes and operational systems that set users up for success. Your strong organizational skills, clear communication, and ability to manage multiple priorities while collaborating across teams make you an essential contributor to our mission of delivering an exceptional experience to every BFW user.

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. This role is part customer success, part trainer, and part account analyst and will continue to shift to meet the needs of our ever changing market. You'll proactively build relationships, lead training sessions, troubleshoot access issues, and track account health. By doing so, you'll drive adoption, strengthen loyalty, and support renewal and growth goals.

We know that talented candidates sometimes hesitate to apply when they don't meet every single qualification listed. We encourage you to apply if you're excited about this role and believe you can contribute meaningfully to our team, even if your background doesn't align perfectly with every requirement. We're looking for people who are passionate about our mission and can bring valuable perspectives to our work. Different experiences, skills, and approaches all have the potential to strengthen what we do. If this opportunity interests you, we'd love to hear how your unique background and abilities could contribute to our team's success. We're committed to building a workplace where everyone can do their best work and where diverse viewpoints are valued. We encourage all qualified candidates to apply - we're excited to learn about the different ways you might add value to our organization.

Major responsibilities include, but are not limited to:

Account & Relationship Management/Ownership

• Relationship Building: Within assigned territory, proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts and users. Through research and knowledge, CXAs should personalize language and approaches to ensure contacts feel supported using BFW products successfully and seamlessly, rather than seeing tasks and communication as a check list. Note that building these relationships can occasionally stretch into other work with this district, including but not limited to weekly check ins and pre-adoption meetings to meet key players and ensure their success upon adoption.
• Account Oversight: Monitor and manage account health as identified by leadership and beyond, ensuring smooth operations and proactive identification of potential friction points and ongoing and timely communication with the account.
• Data Management: Track and update renewal opportunities, adoption details, purchase order line items, integration type, account contacts and other Salesforce fields to ensure transparency for sales and other teams.
• Account Reviews: Conduct periodic reviews to assess license usage, account satisfaction, facilitate renewals, and confirm/set-up integrations and ensure timely communication.
• Open Collaboration with Sales Representatives: Work openly with Sales Reps, ensuring they are clear on all CXA customer outreach and efforts, and schedule regular structured 1:1 calls with Reps which include clear agendas, takeaways and next steps.

Customer Support & Inbound Requests

• Primary Point of Contact: Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, account modifications, issue and anything in the service of ensuring they are set up for success.
• Service Coordination: Liaise with customer support and operations teams to ensure customer issues are addressed promptly and assigned tiered customers are receiving daily updates on support needs/cases.
• Resource Management: Update and add contacts in Salesforce, extend access, and ensure teachers have the necessary materials, like Teacher Resources, Getting Started Guides and access to training and asynchronous support.
  

Training & Product Adoption

• Customer Training: Successfully lead technical consults post-sale, providing engaging, tailored and results-oriented group and/or 1:1 training sessions on product platforms, integrations, privacy policies and so on.
• Resource Creation: Develop targeted and quality asynchronous resources (videos, guides,etc) to support ongoing customer education and product usage.
  

Troubleshooting & Peak Period Support

• Issue Resolution: Act as a single point of contact during peak periods for tiered customers, troubleshooting access issues and course setup, escalating cases when needed and providing daily communication to struggling tiered customers.
• Integration Support: Submit Integration Request Cases as needed and ensure progression of integration requests for all customers. Communicating when the process is stalled in an effort to move it along.
• Operational Feedback: Capture and relay feedback from customers, through both engagements and formal follow-up surveys, to identify and improve areas for operational improvement. Feedback will be shared with the CX team and HS cross-functional teams for continued improvement in onboarding for our customers.
  

Renewals & Upsells

• Renewal/Rollover Qualification: Qualify renewal/rollover opportunities by gathering key decision dates and critical information and target them appropriately based on opportunities/assigned projects, ensuring communication is captured in a meaningful way.
• User Outreach: Utilize data to target users, promoting product features and learning opportunities for implementation, usage, and value in product.
• Customer Upsell Initiatives: Assist in identifying upsell opportunities, such as digital add-ons, expiring licenses, etc to support account growth.
• Usage Monitoring: Track license usage to ensure product adoption aligns with account goals, promoting training and best practices as needed. CXA is expected to utilize company platforms such as PowerBi, Amplitude, and Salesforce to deep dive into accounts and end-user metrics for usage and act accordingly.
• Automation Support: Oversee automated communications and drip campaigns to keep customers engaged and informed about new features, in collaboration with operations and marketing.
  

Collaboration & Teamwork

• Team Engagement & Participation: Actively engage in team discussions (virtual & in-person meetings and in team communication channels), offering constructive feedback and ensuring a positive and open environment for all those on the team.
• Cross-Functional Collaboration: Contribute to cross-functional projects as they arise, with teams such as Integration, Support, Marketing, Editorial, and Product, by meeting deadlines and maintaining clear, shared documentation.
• Collaborative Growth: Support colleagues through knowledge sharing, peer feedback, and mentoring where appropriate.
• Collective Success: Demonstrate commitment to collective success by resolving conflicts constructively and driving innovative, team-based solutions.
• Documentation: Ensuring communication/activity is always documented according to expectations so that other teams have visibility.

Required 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.

Preferred Qualifications:

• Demonstrated experience championing innovation within a customer success or account management role, especially through process improvements, automation, or introduction of new tools or workflows.
• Creative problem-solving mindset with a track record of designing novel customer engagement tactics or resource solutions that go beyond standard protocols.
• Experience in using or evaluating AI-driven tools, learning analytics platforms, or other innovative edtech solutions to drive customer engagement and product 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.

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

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. 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 improves lives through learning. By linking research to learning practice, we develop pioneering products and learning materials for students that are highly effective and drive improved outcomes. Our engaging content is developed in partnership with the world's best researchers, educators, administrators, and developers. To learn more, please visit macmillanlearning.com or see us on Facebook, Twitter, LinkedIn or join our Macmillan Community. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a family-owned global media company headquartered in Stuttgart, Germany.

At Macmillan Learning, we believe diverse perspectives and backgrounds enrich our mission to improve lives through learning. We actively seek candidates who reflect a wide range of identities, experiences, and communities. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status and background, geographical status and background, or any other characteristic protected by federal, state, or local law. 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 equal opportunity compliance program in compliance with the NY Department of Education's guidance. Portions of the equal opportunity compliance program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.