Customer Experience Associate

Macmillan

High School Customer Experience Associate providing support to educators using BFW high school programs. Focused on relationship management, customer success, and innovative solutions in a remote capacity.

Posted 5/9/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

Proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts, and users.
Monitor and manage account health as identified by leadership.
Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, account modifications, and issues.
Successfully lead technical consults post-sale, providing engaging, tailored, and results-oriented group and/or 1:1 training sessions on product platforms.
Qualify renewal/rollover opportunities by gathering key decision dates and critical information and target them appropriately based on opportunities.

Requirements

What you’ll need

Bachelor’s degree in Business, Education, or a related field.
2+ years of experience in customer support, account management, or a similar role, ideally in educational technology or publishing.
Strong relationship management, customer service orientation, and proficiency in CRM tools (e.g., Salesforce).
Detail-oriented, proactive, solutions-focused, and able to manage multiple priorities, especially during peak seasons.

Benefits

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

relationship managementcustomer service orientationdetail-orientedproactivesolutions-focusedability to manage multiple priorities

Certifications

Bachelor’s degree