Customer Experience Manager High School

As the High School Customer Experience Manager you will lead a team dedicated to delivering seamless experiences for administrators teachers and students using BFW materials. Your primary goals are to drive customer satisfaction retention and loyalty by ensuring that educational institutions are fully supported and able to leverage all aspects of BFW products. Youll play a strategic role in identifying upsell crosssell and renewal opportunities contributing to growth in customer lifetime value.

This position requires a proactive and datadriven leader who can balance daytoday operations with longterm relationship building and account strategy.

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. Were 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:

Team Leadership & Strategy

• Team Development: Lead coach and support a team of Customer Experience Associates ensuring high performance and professional growth. Foster a culture focused on continuous improvement and customer success.
• Performance Metrics: Establish and monitor KPIs related to customer renewal rate customer satisfaction (CSAT) product adoption and crosssell/upsell opportunities. Regularly review team performance to identify and address areas for improvement.

Account & Relationship Management

• HighLevel Relationship Building: Build and maintain relationships with key accounts ensuring executive engagement and alignment with customer success goals.
• Account Strategy: Develop and execute a datadriven account strategy informed by internal stakeholders and implemented by all Customer Experience Associates.

Customer Support & Inbound Requests

• Escalation Management: Act as the escalation point for customer inquiries and issues ensuring timely and effective resolution of complex problems.
• Service Coordination: Oversee the coordination of customer inquiries with customer support and operations teams to ensure timely resolution especially during peak periods.

Training & Product Adoption

• Customer Education Programs: Oversee the development and delivery of training programs to enhance customer understanding of BFW products and integrations. Ensure that the team offers a mix of group 1:1 synchronous and asynchronous resources.
• Adoption Monitoring: Track and report on license usage to ensure optimal product adoption. Guide the team to identify lowadoption accounts and implement strategies to drive product engagement.

Product Feedback & Continuous Improvement

• Customer Insights: Gather analyze and report customer feedback on product performance and integration challenges. Work closely with product and development teams to drive continuous improvement based on customer insights.
• CrossFunctional Collaboration: Partner with Sales Product and Operations teams to ensure a seamless customer journey from onboarding to renewal aligning on goals and sharing insights across functions.

Metrics of Success

• Strategic Innovation: Develop new systems / processes automations and best practices for customer experience ensuring processes are adaptable to changing customer needs.
• Operational Efficiencies: Develop monitor evaluate and improve existing processes to include automation training / documentation and/or new tools to ensure scalable consistent processes.
• Renewal Rate: Increase customer renewal rates by proactively managing relationships and addressing potential issues before they impact retention.
• Customer Satisfaction (CSAT): Maintain high customer satisfaction scores by ensuring prompt effective support and relationship management.
• Product Adoption Goals: Meet or exceed product adoption targets by implementing effective training and engagement strategies.
• Crosssell/Upsell Opportunities: Increase crosssell and upsell opportunities by identifying customer needs and aligning with sales on valueadding solutions.

Qualifications :

Required Qualifications:

• Bachelors degree in Business Education or a related field; advanced degree preferred.
• 5 years in customer success account management or a similar role with 2 years in a managerial or team leadership position ideally in educational technology or publishing.
• Strong leadership relationship management and customer success orientation; proficiency with CRM tools (e.g. Salesforce).
• Strategic thinker with a proactive solutionsoriented mindset; excellent communication skills; highly organized with the ability to prioritize and manage multiple priorities effectively especially during peak seasons.

Salary Range:$90000 $95000/year

Exemption Status: Exempt

Physical Requirements:

Requires periods of close concentration.  Must be able to concentrate in noisy/busy environment; must be able to bend and reach to file.  Must be able to travel occasionally; work overtime more than 40 hours a week as needed.  Required to travel to National and Regional Meetings 12 times per year (US & Canada).

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

Additional Information :

Benefits 

Regular fulltime and qualifying parttime employees and their dependents are eligible for Macmillan benefits effective on the employees date of hire. Macmillan also offers health benefits coverage to qualifying samesex and oppositesex 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 Peoples Day Election Day and more!)
• Employee Assistance Program Education Assistance Program
• 100% employerpaid life and AD&D insurance
• And much more!

Macmillan Learning is a privatelyheld familyowned company that inspires whats 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 Educations guidance.  Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.