engagement manager Austin, TX
Job description
As a member of the Customer Experience team, the Implementation and Engagement Specialist advises and negotiates 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.
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 instructor’s course goals are met.
- Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions. 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. Help write custom questions for instructors upon request.
- 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.
Required Qualifications:
- Bachelor's degree or equivalent.
- Experience with typical office software including email, spreadsheets, and word processing.
- Strong organization and time management skills
- Requires periods of close concentration.
- Must be able to multi-task, and must be able to travel occasionally.
Preferred Qualifications:
- Experience with Google Apps.
- Previous experience with incorporating digital education materials into a higher ed classroom.
- Experience with Moodle and/or another LMS (Blackboard, Canvas, D2L, Sakai).
- Customer service experience.
- Detail orientation.
- Experience with conflict de-escalation and resolution.
- Background in Chemistry.
Salary Range: $50,000 - $70,000
The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, 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 insurance (PPO & EPO through BlueCross BlueShield, HSA through Health Equity),
- Vision insurance (Blue View Vision), Dental insurance (Cigna))
- Contributions to your 401k retirement account through Fidelity (US)
- Generous paid time off, sick time, discretionary days. and paid holidays (International Day for the Elimination of Racial Discrimination, Juneteenth, Indigenous People's 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.
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 Education’s guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.
Education
Required- Bachelors or better
About Macmillan Learning
CEO: Susan Winslow
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Company - Private
Website: www.macmillanlearning.com
