Job title: Assoc Customer Success Mgr Company: Houghton Mifflin Harcourt Job description: Job Requisition ID: 18024 Additional Locations: Fully remote; work can be performed from any State in the US Who We Are: HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K-12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries. What you'll do: Working in the HMH Customer Success department, the Associate Customer Success Manager (ACSM) serves a critical role with sales and operational support across the post-initial-purchase customer journey for digital products and services. The ACSM serves as the connective tissue between the customer and organization, and cultivates and protects existing revenue streams, while identifying opportunities to upsell new products to an assigned portfolio. Partner closely with Customer Success Managers, Sales, Marketing, RevOps, Services and Support teams to deliver a positive customer experience and drive mutually beneficial outcomes. What you'll need: Required: Bachelor's degree or equivalent experience 3+ years of sales or customer service experience Excellent written and verbal communication and interpersonal skills Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously Experimental attitude in an evolving department with frequent course adjustments and process changes. Detail oriented, with strong organizational skills Microsoft Office, PC/Mac, and Internet SalesForce.com experience Excellent active listening and communication skills Preferred but not necessary: Experience with HMH financial and data systems for customer research and reporting. Examples are Salesforce, Gainsight and analytics tools like PowerBI. Strong demonstrated service-delivery experience with educational SaaS solutions How We Work (Competencies): Learns Nimbly- Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Instills Trust- Gaining the confidence and trust of others through honesty, integrity, and authenticity. Focuses on Customers - Building strong relationships and delivering customer-centric solutions. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. Drives Results- Consistently achieving results, even under tough circumstances. Physical Requirements: Working conditions consist of a normal home office environment. Requires the ability to communicate with internal and external customers via conference calls, online meetings and occasionally in face-to-face meetings. Work may require extensive sitting for prolonged periods of time, occasional standing, kneeling, and reaching. Requires visual acuity and dexterity to view, prepare and manipulate documents and office equipment including personal computers. Extensive computer use is required. Must be able to lift/push/carry up to 10 lbs. occasionally. Travel up to 10%. Benefits and Salary Range: Salary Range - $44,500 to $55,000 plus variable incentive plan. Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate's skills, experience, education, and location. Our Culture and Benefits: ABOUT US: Houghton Mifflin Harcourt is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world. For more information, visit PLEASE NOTE: Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status. Expected salary: $44500 - 55000 per year Location: Geneva, IL Apply for the job now!