Implementation Engagement Specialist
Implementation Engagement Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
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. 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:
- Consult and train higher ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructors 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:
- Bachelors 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 deescalation and resolution.
Salary Range: $60000 $65000
Exemption Status: Exempt
Physical Requirements:
Requires periods of close concentration in a sometimes busy and open office; must be able to multitask; 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 :
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.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
