High School Customer Experience Associate

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we’d love to hear from you! 

You are an adaptable relationship-driven professional with a passion for supporting educators and empowering classroom success. With a solutions-focused mindset, you excel at anticipating and addressing customer needs—proactively and reactively—while driving adoption and retention goals. You are adept at delivering engaging demonstrations of BFW’s digital products and well-versed in the onboarding processes and operational systems that set users up for success. Your strong organizational skills, clear communication, and ability to manage multiple priorities while collaborating across teams make you an essential contributor to our mission of delivering an exceptional experience to every BFW user.

As a High School Customer Experience Associate (CXA), you’ll be the trusted partner for teachers, administrators, and technical contacts using BFW high school programs. This is a dynamic position whose ultimate mission is to ensure customers are confident, supported, and successful with our materials — from onboarding to renewal. This role is part customer success, part trainer, and part account analyst and will continue to shift to meet the needs of our ever changing market. You’ll proactively build relationships, lead training sessions, troubleshoot access issues, and track account health. By doing so, you’ll drive adoption, strengthen loyalty, and support renewal and growth goals.

We know that talented candidates sometimes hesitate to apply when they don't meet every single qualification listed. We encourage you to apply if you're excited about this role and believe you can contribute meaningfully to our team, even if your background doesn't align perfectly with every requirement. We're looking for people who are passionate about our mission and can bring valuable perspectives to our work. Different experiences, skills, and approaches all have the potential to strengthen what we do. If this opportunity interests you, we'd love to hear how your unique background and abilities could contribute to our team's success. We're committed to building a workplace where everyone can do their best work and where diverse viewpoints are valued. We encourage all qualified candidates to apply - we're excited to learn about the different ways you might add value to our organization.    

Major responsibilities include, but are not limited to:

Account & Relationship Management/Ownership

• Relationship Building: Within assigned territory, proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts and users. Through research and knowledge, CXAs should personalize language and approaches to ensure contacts feel supported using BFW products successfully and seamlessly, rather than seeing tasks and communication as a check list. Note that building these relationships can occasionally stretch into other work with this district, including but not limited to weekly check ins and pre-adoption meetings to meet key players and ensure their success upon adoption.
• Account Oversight: Monitor and manage account health as identified by leadership and beyond, ensuring smooth operations and proactive identification of potential friction points and ongoing and timely communication with the account.
• Data Management: Track and update renewal opportunities, adoption details, purchase order line items, integration type, account contacts and other Salesforce fields to ensure transparency for sales and other teams.
• Account Reviews: Conduct periodic reviews to assess license usage, account satisfaction, facilitate renewals, and confirm/set-up integrations and ensure timely communication.
• Open Collaboration with Sales Representatives: Work openly with Sales Reps, ensuring they are clear on all CXA customer outreach and efforts, and schedule regular structured 1:1 calls with Reps which include clear agendas, takeaways and next steps.

Customer Support & Inbound Requests

• Primary Point of Contact: Act as a main contact for customer inquiries, handling requests related to license access, expiry dates, acc