Head of Customer Success

2 weeks ago


Dubai, United Arab Emirates McGraw Hill LLC. Full time

Overview:
**The job you have been looking for**

The work we do at McGraw Hill is work that matters. We are collectively designing content that will build the future of education. Play your part and come and join us as our new
**Head of Customer Success** and experience a sense of fulfilment that will inspire you to even greater heights.

**How can you make an impact?**

As our new Head of Customer Success, you will drive usage and maintain revenue streams for all of our higher education digital solutions across the Middle East and Africa region. Leading a team of exceptional Customer Success professionals, you will strategically lead digital implementation and customer engagement so that McGraw Hill gains maximum advantage of usage and efficacy of our solutions, all through the provision of exemplary customer service.

**A typical day might include**:

- Delivering efficient and effective support to our higher education digital customers, including driving strategic discissions with key sales-led accounts.
- Partnering with high-level external stakeholders, providing usage data and analytics.
- Providing large enterprise customers with in-depth and relevant training.
- Managing and maintaining the team’s key performance indicators, ensuring the team continue to deliver overall value and revenue retention for our MEA business.
- Building a consistent and continuous improvement plan, decreasing the chance of issues, and increasing customer success.
- Partnering with sales to ensure the delivery of consistent and responsive customer experience - defining customer success roadmaps and creating engagement plans.

**We’re looking for someone with**:

- A proven career in Customer Success - experience implementing successful customer journeys and designing customer roadmaps that drive and retain revenue.
- An understanding and working knowledge of the Higher Education sector. This is not essential but would be of great advantage.
- Excellent leadership skills, demonstrated in a previous management position.
- The ability to anticipate customer needs and effectively communicate these needs in a collaboratively manner.
- A natural desire to focus on customer satisfaction and the passion to make a difference.

**Here’s what we offer**:
This is an important leadership position that has a real influence over a hugely successful region for McGraw Hill. We provide you with the right environment for you to succeed, for an organisation that is solely focused on improving the learning experience. Bring your unwavering dedication and together, we’ll deliver work that matters. If you are curious, a great leader, passionate about education, and ready to make a difference, we want to talk to you.



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