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Job Details

Requisition Number 18-0516
Post Date 11/2/2018
Title Client Relationship Specialist
Organization Name Macmillan Learning
City Austin
State TX
Description Macmillan Learning is a division 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, Late Nite Labs, Hayden-McNeil, and Dynamic Books. We are an Equal Opportunity Employer. The successful candidate for this position will become an employee of Bedford Freeman & Worth Publishing Group, LLC, d/b/a Macmillan Learning.
Requirements

The Client Relationship Specialist (CRS) is an adjunct to our Technical and Product Support Call Centers. The CRS will be charged with supporting and maintaining relationships with key iClicker customers at both the institutional and instructor level while also contributing to the overall positive experience of all customers. Interactions will be primarily focused on supporting external clients, with the aim of providing best-in-class support and fostering positive, long-lasting customer relationships. The Client Relationship Specialist will also be responsible for acting as a customer advocate with internal cross-functional teams, as well as functioning as a front-line resource for clients, using both proactive communication and responding to ad-hoc client inquiries.

  • Direct interactions, problem solving, relationship building and escalation handling with key clients/institutions on a daily basis
  • Obtains information on training needs, print vs. digital; client’s technical requirements, translates user needs to ensure that sales and tech support can meet client needs.
  • Analyze call center data to determine user issues; formulate recommendations to solve problems, i.e., design training, webinar, and support articles
  • Serves as escalation for situations that product or tech can’t solve or to ensure relationship is maintained.
  • Creating a customized training plan and collateral services based on unique client characteristics, maintain, and host internal and external trainings and webinars for both users and instructors/institutions engaged in pilots or trials
  • Provide proactive and reactive support to key iClicker customers
  • Update accounts on pending product changes, improvements, pedagogy and best practices to ensure continuous, custom interaction aimed at achieving a seamless client experience.
  • Act as client advocate for cross-functional teams, when appropriate, and provide suggestions and content for iClicker Classic and Cloud training and support materials and feedback on product features, etc.
  • Develop and cultivate positive client relationships by consistently providing prompt professional support, including, but not limited to: training; assistance regarding site navigation and platform capabilities; and troubleshooting issues as they arise

Qualifications:

  • Bachelor’s Degree Required
  • At least 1 year of experience in a customer service/account and relationship management role required
  • Experience working in higher education a plus
  • Ability to effectively express ideas and thoughts verbally and in written form
  • Exhibits good listening skills and comprehension
  • Effectively keeps others adequately informed by presenting information to management, public groups, and client support team using the appropriate communication methods
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Experience building professional/trusting client relationships
  • Proven understanding of clients requirements
  • Experience setting and managing clients expectations
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