Customer Experience Associate
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Experience Associate supporting Macmillan Learning’s high school education customers. Managing training, account health, troubleshooting, renewals, and adoption.
Responsibilities:
- Build and manage relationships with technical contacts, administrators, integration contacts, and classroom users across the assigned territory
- Monitor account usage and health metrics using PowerBI, Amplitude, and Salesforce
- Identify account friction points and maintain timely customer communication
- Deliver tailored group and 1:1 technical consultations and training sessions on product platforms, integrations, and privacy policies
- Schedule structured 1:1 calls with Sales Representatives and align customer outreach efforts
- Handle inquiries about license access, expiry dates, account modifications, and peak-period troubleshooting
- Develop asynchronous educational resources such as video tutorials and getting-started guides
- Qualify renewal opportunities by tracking decision dates and license usage
- Identify potential digital upsells
- Collaborate with Integration, Support, Marketing, Editorial, and Product teams
- Maintain documentation and shared knowledge
Requirements:
- Bachelor’s degree in Business, Education, or a related field
- 2+ years of experience in customer support, account management, or a related role
- Experience ideally within educational technology or publishing
- Ability to build strong customer relationships
- Experience using CRM tools such as Salesforce to maintain clean data and account records
- Strong organizational skills and attention to detail
- Solutions-focused mindset and ability to handle multiple priorities during peak periods
- Clear written and verbal communication skills across technical and non-technical audiences
- Ability to travel occasionally
- Ability to work overtime, more than 40 hours a week, regularly as needed
Benefits:
- Competitive pay and bonus plan
- Medical, dental, and vision health benefits
- 401k retirement contributions through Fidelity
- Paid time off, sick time, floating holidays, and paid holidays
- Employee Assistance Program
- Education Assistance Program
- 100% employer-paid life and AD&D insurance
- Remote employment eligibility
Similar Jobs
Customer Support Consultant
Customer Support Consultant handling billing, technical, and platform questions for SupportYourApp. Delivering support through chat, calls, and social media in a fully remote role.
Biomedicine Intern – Patient Support, Assisted Reproductive Medicine Clinic
Biomedicine intern handling remote patient support for Engravida’s assisted human reproduction clinic. Scheduling consultations, answering treatment questions, and performing administrative routines.
Traveller Support Agent, Bilingual English, Arabic
Traveller Support Agent providing English and Arabic travel support for an international clientele from Dakar. Managing requests, partner coordination, solutions, and unexpected situations remotely.
Client Support Specialist, German Bilingual
Client Support Specialist supporting German- and English-speaking clients using Optro’s AI-powered GRC platform. Troubleshooting issues, guiding users, and improving product experience remotely from Poland.
Inside Sales Support Representative
Inside Sales Support Representative supporting The Home Depot’s managed-account growth through quoting, issue resolution, and customer relationships. Remote/virtual role based in Texas.
Customer Service Representative
Remote part-time customer service representative supporting Aperture Pet & Life’s aquarium brands. Handling orders, accounts, troubleshooting, and customer questions across multiple channels.
Customer Support / Success Specialist
Customer support professionals evaluating domain-specific documents for quality and accuracy. Helping Mercor train frontier AI models through structured feedback and expert human evaluation.
Customer Support / Success Professional
Customer support and success professionals reviewing domain-specific documents for Mercor’s AI training projects. Providing structured feedback on quality, accuracy, and relevance.
Bilingual Customer Service Representative – Portuguese/Spanish
Bilingual representative supporting Portuguese- and Spanish-speaking customers for Amparo’s auto insurance business. Handling policy questions, billing clarifications, renewals, and account documentation remotely.
Business Critical Support Specialist
Business Critical Support Specialist delivering premium support for ShipHero’s eCommerce logistics platform. Managing VIP escalations, SLAs, outages, and cross-functional incident resolution.
Contact Center Customer Experience Specialist – Cardmember Services
Customer experience specialist resolving cardmember inquiries, fraud issues, and technology problems for U.S. Bank. Providing phone and email support from a U.S. home-based remote position.
Senior Customer Service Representative
Remote customer service representative supporting Group Life & Disability Claims for TEKsystems. Providing accurate claim information, documentation, and customer care in a call center environment.
Senior Customer Service Representative
Care Navigator coordinating patient referrals and appointments for TEKsystems’ healthcare client. Supporting patients through outreach, documentation, and healthcare access barriers.
Senior Customer Support
Senior customer support expert resolving complex EVV and EDI issues for Gainwell Technologies’ healthcare programs. Mentoring representatives and improving operational compliance and service quality.
Senior Customer Service Manager
Customer Portfolio Manager leading GE Vernova’s Iraq power-generation service portfolio. Managing LTSA, outages, customer relationships, commercial performance, and multi-site operations.
Customer Service Representative
Customer Service Representative supporting retirement-benefit and payment inquiries remotely. Handling financial transactions and client records for iShare, a New Jersey IT consulting firm.
Customer Relations and Billing Coordinator
Home-based coordinator managing customer communication and billing for a U.S. property restoration company. Tracking invoices, documentation, project updates, and customer follow-ups.
Technical Service Support Specialist
Technical Service Support Specialist supporting McKesson’s RetinaOS inventory platform for healthcare clinics. Troubleshooting customer issues, guiding workflows, and coordinating technical resolutions.
Seasonal Customer Service Representative
Seasonal customer service representative handling dental benefits and claims calls for Qualfon. Answering eligibility questions, documenting resolutions, and supporting customers remotely from Tennessee.
Seasonal Customer Service Representative
Seasonal customer service representative handling inbound dental benefits and claims calls for Qualfon. Documenting resolutions and supporting dental providers from a South Carolina home office.