Customer Integration Specialist

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we'd love to hear from you!

The Customer Integrations Specialist (CIS) is responsible for onboarding, training, and supporting professors adopting Macmillan Learning products by integrating with their native Learning Management System. The CIS is integral to the growth of the business as the importance of LMS integration grows. The most important period for a new adopter is the initial training, on-boarding, and course setup to ensure a successful start to the semester. The CIS works with the adopting instructor to ensure their course is properly integrated and set up following industry best practices. The CIS facilitates internal communication between editorial, marketing, technology, product development, and customer support, working strategically to develop technology initiatives cross-functionally at Macmillan Learning.

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. We're 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:

• Conduct user needs analysis and consult with professors to set up integration between Macmillan Learning products integrated with native campus Learning Management Systems.
• Lead screen-shared sessions to demonstrate, recommend, and establish the set up for basic and deep integration implementations, consulting on best practices for building in the native LMS.
• Analyze customer needs, using internal and external research and customer interviews, to translate needs within custom developed product demonstrations.
• Present customer webinars and integration demonstrations to promote Macmillan Learning products and transition customers from competing products to Macmillan Learning native technology.
• Use LMS and customer specific knowledge to highlight product features and develop customer solution plans throughout the presentation.
• Reviews and takes ownership of providing a solution for Support Cases escalated from Tier 1 Customer Support teams. Research, troubleshoot, and identify causes for the errors. Directly resolves or recommends pathways to resolution to the Customer.
• Develop continuous feedback loops across departments to support digital strategy planning across the company, ensuring the voice of the customer is heard in product, development, sales, technical support and marketing initiatives.
• Attend relevant conferences, seminars, and webinars to gain knowledge necessary to effectively promote higher education technology.
• Maintain extensive knowledge of proprietary products and various Learning Management systems to effectively demonstrate how both platforms fit together.
• Participate in UAT and testing for new features and functionality, provide constructive feedback to our Product teams to ensure that new features are bug/error free and efficiently meet requirements before releasing to our customers.

Required Qualifications:

• 3+ years of successful sales/publishing/digital content delivery experience and results.
• Experience working collaboratively across groups.
• Ability to problem solve and generate solutions both specific to individual situations as well as more broadly for the entire LMS integration and institutions at large.
• Ability to train both users and in-house colleagues on software and digital products.
• Ability to train both novice and seasoned tech users on software and platforms.

Preferred Qualifications:

• Bachelor's degree.
• Professional experience demonstrating excellent verbal, written, and presentation skills to convey complex information to a variety of audiences.
• Excellent technical skills and the ability to solve problems.
• Experience adhering to strict deadlines.
• Experience working in a fast-paced environment where attention to detail is important.
• Ability to learn quickly, multi-task, prioritize, and take initiative to provide support.
• Experience demonstrating excellent analytical / problem solving skills.
• Proficient computer skills with experience using Windows and all Microsoft Office products.
• Proficient skills in LMS Systems, Macmillan Technology, and the interaction and interoperability of both.

Salary Range: $55,000 - $65,000/year.

Exemption Status: Exempt

Physical Requirements:

Must be able for long periods to multitask in an fast paced, open office environment, travel occasionally, and work more than 40 hours a week, as needed

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, 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 People's Day, Election 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.