Implementation And Engagement Specialist

As a member of the Customer Experience team, the Implementation and Engagement Specialist advises and negotiates with higher-Ed instructors and administrators to provide guidance, training, and support that exceeds expectations. They serve as a proprietary software authority working to resolve any issues that instructors encounter within their Macmillan Learning digital solution.

Responsibilities include but are not limited to:

• Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions. Advise instructors in using all aspects of Macmillan Learning digital platforms. Compose responses to all instructor inquiries and requests in a timely and professional manner.
• Work with the sales and marketing teams on activities designed to promote learning success and retain current business. Establish and build upon the relationships with instructors to promote renewal business.
• Respond to instructor inquiries regarding content, including addressing comments, misconceptions, and errors by both students and instructors. Help write custom questions for instructors upon request.
• Provide recommendations and feedback on future software enhancements and content development based on analysis of experience with customers, user needs, and customer feedback.
• Consult and train higher Ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructor’s course goals are met.

Required Qualifications:

• Bachelor's degree or equivalent.
• Requires periods of close concentration.
• Must be able to multi-task, and must be able to travel occasionally.
• Strong organization and time management skills
• Experience with typical office software including email, spreadsheets, and word processing.

Preferred Qualifications:

• Detail orientation
• Experience with Moodle and/or another LMS (Blackboard, Canvas, D2L, Sakai)
• Experience with Google Apps
• Previous experience with incorporating digital education materials into a higher ed classroom
• Experience with conflict de-escalation and resolution
• Customer service experience

Salary Range: $50,000 - $70,000

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.

At Macmillan Learning, the health and safety of our employees and contract staff is a top priority. Accordingly, COVID-19 vaccinations will be required for all staff that will be working in a Macmillan Learning office, or have job duties requiring them to travel for work. If offered the role, the candidate will need to provide proof of vaccination in advance of their start date. Employees can request religious and/or medical exemptions to this requirement by following the process outlined in the offer letter.

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 paid time off, sick time, discretionary days. and paid holidays (International Day for the Elimination of Racial Discrimination, Juneteenth, Indigenous People's Day, and more!)
• Employee Assistance Program, Education Assistance Program
• And much more!
• Generous Health Benefits (Medical, Dental, Vision)
• 100% employer-paid life and AD&D insurance
• Registered Retirement Savings Plan

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.