Loading...
Share this Job

Customer Success Specialist

Date: Oct 1, 2021

Location: Round Rock, TX, US, 78681

Company: Houghton Mifflin Harcourt

Job Requisition ID: 16987

Additional Locations: 

The Associate Customer Success Manager serves a critical role with sales and operational support across the post-initial-purchase customer journey for digital products and services. The Associate Customer Success Manager serves as the connective tissue between the customer and organization, and cultivates and protects existing revenue streams, while identifying opportunities to upsell new products to an assigned portfolio. Partner closely with Customer Success Managers, Sales, Marketing, RevOps, Services and Support teams to deliver a positive customer experience and drive mutually beneficial outcomes.

 

PRIMARY RESPONSIBILITIES:

  • Execute engagement strategies with customers to deepen customer usage and fidelity through the use of automation and triggers.
  • Utilize innovative tools for monitoring customer activities, communicating effectively, and driving expected software outcomes.
  • Act as strong customer advocate across all areas of the business — product, engineering, marketing, sales, and services.
  • Develop and maintain strong working relationships with Customer Success Managers,Technical Support, Customer Experience, Product Managers, and Services personnel.
  • Oversee Customer Success lifecycle processes to ensure assigned accounts have positive customer experiences and achieve desired outcomes with HMH products and services.
  • Drive key metrics related to product implementations, including customer health, renewal rates, customer retention, expansion opportunities, engagement data, etc.  

 

EDUCATION & EXPERIENCE

Required:

  • Bachelor’s degree or equivalent experience
  • Minimum 3 years of sales or customer service experience
  • Excellent written and verbal communication and interpersonal skills
  • Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
  • Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
  • Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously
  • Experimental attitude in an evolving department with frequent course adjustments and process changes.
  • Detail oriented, with strong organizational skills
  • Microsoft Office, PC/Mac, and Internet
  • SalesForce.com experience
  • Excellent active listening and communication skills

 

Physical and Other Requirements:

  • Working conditions consist of a normal office environment.
  • Work is primarily sedentary and requires extensive use of a computer and involves sitting for a considerable amount of time.
  • Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently.
  • Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.
  • Requires the ability to communicate with internal and/or external customers.

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.


Nearest Major Market: Austin

Job Segment: Customer Service, Publishing, Education