Assoc Success Mgr

Job Title: Associate Success Manager

Location: Remote

What you'll do:

The HMH Associate Success Manager on the Digital Touch team plays a crucial role in ensuring customer success at scale, collaborating closely with the HMH Sales and NWEA Partner Accounts teams, using a teamed and pooled approach. This role is designed to support a broad portfolio of customers efficiently, leveraging technology, automation, and data-driven insights to drive engagement, retention, and customer satisfaction. The Associate Success Manager identifies opportunities for enhancement and connects our users with the services and support needed to improve the overall experience, maximizing the value they receive from HMH. They act as product generalists, but process and collaboration experts, coordinating support with product experts as needed.

Responsibilities:

• Connect customers/partners to the support and services they need to be successful at each stage in their journey with HMH.

• Leverage case management best practices to efficiently manage a diverse caseload, integrating human-led interactions with digital engagement strategies to optimize customer support.

• Acting as a process and collaboration expert, efficiently routing inquiries and coordinating support with product specialists when deeper expertise is needed.

• Utilizing data analytics to assess customer health, prioritize outreach, and implement proactive solutions that maximize product value.

• Proactively analyze data to monitor the health of partnership and collaborate with the Account Manager to recommend interventions or enhancements to the customer/partner's portfolio.

• Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services.

• Partnering with internal teams to refine customer journeys and workflows, ensuring an optimized and seamless experience across touchpoints.

• Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities.

• Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions.

• Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to the learning environment.

• Document work using internal tools such as Salesforce, Gainsight, Jira, and others.

• Perform other duties as assigned to ensure the success of the team and the entire organization.

• May require occasional travel - up to twice per year

• Flexibility to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from all US time zones.

What you'll need:

• Commitment to the HMH & NWEA mission, values and culture

• Ability to communicate clearly and accurately with external partners and internal teams

• Good customer service and listening skills

• Use data to identify and resolve problems

• Presentation and product demonstration skills, with up-to-date knowledge of platforms and products.

• Must be able to keep and promote a team mindset while working with a high level of autonomy

• Knowledge and proficiency with common operating systems and computing devices. Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment.

• Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities

• Exceptional reliability and decision making

• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Education and Experience:

• Bachelor's degree required; or an equivalent combination of education and experience will be considered in lieu of a degree

• Experience in a customer success or account management role desired

• Knowledge of HMH & NWEA products and services desired

• Knowledge and/or experience working in K-12 education desired

Physical Requirements:

• Mightbeinastationarypositionfor aconsiderabletime (sittingand/orstanding).
• Constantly operates a computer and other officeproductivitymachinery,such as acalculator,copymachine,and computer printer.
• Must beabletocollaboratewithcolleaguesvia face to face,conferencecalls,andonlinemeeting

Salary: $55K - $59K (plus commission plan)

Application Deadline:The application window for this position is anticipated to close on June 9th, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.