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Conversion and Implementation Manager
Macmillan Publishers
Hamilton Township, NJ, United States
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Description
Macmillan Learning is a part 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, SkyFactor, Intellus Learning, Late Nite Labs, and Hayden-McNeil. We are an Equal Opportunity Employer committed to reflecting a broad representation of differences -- race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective-- in our workplace. The successful candidate for this position will become an employee of Bedford Freeman & Worth Publishing Group, LLC (“BFW”), 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.
Requirements
The Manager, Conversion and Implementation will oversee several teams and key initiatives within CX, including, but not limited to, specialized servicing, training and documentation, onboarding, and piloting. This individual be the primary voice of the customer for the business unit and will work cross-functionally to ensure that Customer needs are met and will also ensure that exemplary service is delivered to customers, contributing to an effortless customer experience. The Manager will act in a leadership capacity and will work to develop the skills of others to continuously elevate the commitment and ability to support Customers.
Responsibilities:
• Using customer feedback and support request data, create, analyze and improve departmental processes and procedures to ensure consistent, repeatable, and dependable support from the Customer Experience team members for Customers
• Hire, manage and develop customer-facing team, evaluating and supervising their work, and providing feedback and coaching when necessary.
• Assess customer needs trends and requests so the Manager can serve as the primary advocate for customers to internal teams such a product and engineering, to drive prioritization of new and updated product features and fixes, and marketing to identify need for resources and marketing materials.
• Create, maintain and revise all support messaging and customer communication templates, including those for product updates, outages and newsletters.
• Oversee departmental reporting, customer trend identification, and risk assessment for senior leaders
• Resolve escalated support requests and executive summaries where appropriate
Skills/Experience:
• Customer Focus
• Ability to communicate clearly and cross functionally
• Excellent problem solving skills
• 3+ years experience in customer relations, sales, or customer experience
Education Requirements: Bachelor’s Degree or Higher