Customer Success Consultant

Location: Egypt

Department: Sales

Work Mode: Remote

About the Role

We're looking for a Customer Success Consultant to join our Higher Education Sales Organization at McGraw Hill, reporting to the Head of Customer Success. Based in Egypt, this role will own customer relationships as the primary point of contact throughout the customer lifecycle, serving as an MEA customer experience champion driving customer-centric change through insights and data. In our culture of curiosity and innovation, you'll play a pivotal role in enhancing customer experience and business growth within the education technology space, building enduring relationships to ensure customers maximize value from our digital products and services. As a self-motivated and collaborative professional, you'll support customer accounts alongside the Sales team by delivering onboarding, platform training, adoption strategies, and instructor engagement powered by data analytics. You'll build strong ties with key accounts, educators, and EdTech administrators through frequent visits, lead end-to-end implementations of digital products tailored for the East-Med region, and manage growth in prioritized digital accounts using Salesforce.com. Collaborating across teams, you'll create resources, standardize processes, and share best practices to position McGraw Hill as a digital leader in higher education. Monitoring adoption metrics, boosting retention, and feeding insights to Product, Marketing, and Engineering teams, you'll drive measurable impact. With a Bachelor's degree in business, marketing, communications or related field, 4-8 years in sales support or customer service (EdTech a plus), strong communication, analytical skills, and organizational prowess, you'll thrive in our innovative environment. Join McGraw Hill to inspire learners globally, own your growth, and contribute to education innovation like never before.

Key Responsibilities

• Support customer accounts in partnership with the Sales team
• Deliver efficient support and positive experiences through onboarding, platform training, adoption, and instructor engagement using data and analytics
• Build strong relationships with key accounts, stakeholders, educators, and EdTech administrators; conduct frequent visits
• Lead end-to-end pre- and post-sales rollout of key digital products
• Manage all aspects of implementation plans and develop tailored digital solutions for the East-Med region
• Create internal resources to support sales and collaborate with internal/external partners to position McGraw Hill as a digital leader
• Execute account management and growth for key digital accounts prioritized by regional leadership
• Monitor and boost health of existing/new digital adoptions; liaise with Sales to leverage adoptions and target courses/departments
• Track and maintain activities via Salesforce.com
• Champion MEA customer experience by driving customer-centric change through insights and data
• Support best-practice initiatives, lead process standardization pilots, and identify local improvement opportunities
• Capture, consolidate, and share feedback with international teams (Product, Marketing, Engineering)
• Monitor digital adoption and penetration to increase engagement and retention; share dashboards with teams

Required Qualifications

• Bachelor’s degree in business, Marketing, Communications, or related field (or equivalent experience)
• 4–8 years in sales support, customer service, or solutions implementation
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Customer-service orientation
• Strong organization and time management skills
• Ability to manage multiple tasks and deadlines

Preferred Qualifications

• Experience in EdTech or technology environment
• Proficiency with Salesforce.com
• Familiarity with data analytics and dashboards
• Experience in higher education sales or customer success
• Knowledge of MEA region digital solutions

Required Skills

• Customer relationship management
• Data analytics and insights
• Problem-solving
• Verbal and written communication
• Account management
• Salesforce.com proficiency
• Project management
• Time management
• Organization
• Stakeholder engagement
• Digital product implementation
• Process standardization
• Feedback consolidation
• Dashboard creation and sharing
• EdTech knowledge
• Customer onboarding and training
• Analytical thinking
• Collaborative teamwork

Benefits

• Culture of curiosity and innovation fostering personal growth
• Collaborative environment with passion for success
• Opportunities to own your professional development
• Part of a global education innovation company inspiring learners worldwide
• Competitive compensation and performance-based incentives
• Comprehensive health and wellness benefits
• Professional development programs and training
• Flexible work arrangements supporting work-life balance
• Inclusive and diverse workplace culture

McGraw Hill is an Equal Opportunity Employer.