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Job Details

Requisition Number 18-0548
Post Date 11/27/2018
Title Customer Experience Associate
Organization Name Macmillan Learning
City Austin
State TX
Description Macmillan Learning is a part of the family-owned Holtzbrinck group of companies and is one of the leading educational technology companies. Through deep partnership with the world's best researchers, educators, administrators, and developers, we facilitate teaching and learning opportunities that spark student engagement and improve outcomes. We provide educators with tailored solutions designed to inspire student curiosity and measure progress. Macmillan Learning is comprised of renowned brands including Bedford/St. Martins, W.H. Freeman, Worth Publishers, Sapling Learning, SkyFactor, Intellus Learning, Late Nite Labs, and Hayden-McNeil. We are an Equal Opportunity Employer committed to reflecting a broad representation of differences -- race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective-- in our workplace. The successful candidate for this position will become an employee of Bedford Freeman & Worth Publishing Group, LLC (“BFW”), 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.
Requirements Position Description:

The ideal Customer Experience Associate will have an interest in higher education,
pedagogy, and technology solutions. The Associate will work alongside the Client
Success team to create and support Sapling Learning online homework courses, with an emphasis on supporting the renewal course creation process.

Major Responsibilities:

The Customer Experience Associate will collaborate with members of the Client Success
team to support the configuration of Sapling Learning online homework course sites to
align with individual instructor preferences. Specific tasks include, but are not limited to, duplicating/creating course sites, assisting instructors in managing their rosters,
managing course and gradebook settings, and providing onboarding and support for
class tests of upcoming products. Additionally, the Associate will work closely with the
Sales team to track and process renewal business across all Sapling Learning
disciplines.

Required Skills / Knowledge:

● Substantial computer skills and the ability to learn new systems quickly.
● Exemplary written and verbal communication skills.
● Have an exceptional eye for detail.
● Is adaptable, flexible, and collaborative.
● Extraordinary customer service skills.
● Strong organization and time management skills.
● Solid understanding of Google, email and Google Apps is a plus.
● Experience with Moodle and/or another LMS (Blackboard, Canvas, D2L, Sakai)
is desirable.
● Previous experience with online homework preferred.

Educational Background Required:

4 year college degree with a major in a STEM discipline preferred
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