Director, Customer Solutions

Location: United States

Department: Sales

Work Mode: Remote

About the Role

Impact the Moment at McGraw Hill. When was the last time you experienced the true impact of your work? Our Global Professional Sales team thrives on building meaningful relationships with educators and learners, offering the unique opportunity to transform lives worldwide through innovative education technology. We're seeking a Director, Customer Solutions to lead solutions consultancy strategy and customer success across North America, reporting to the VP, Digital Sales. In this role, you will manage Solution Consultancy and Customer Success teams, ensuring seamless onboarding of new products, strengthening institutional partnerships, and positioning your teams as strategic drivers of growth and retention in our dynamic edtech ecosystem. As Director, Customer Solutions, you will oversee key account plans across the North American territory, incorporating regional insights and challenges, while your teams carry partial revenue responsibility focused on retention and upsell opportunities. Drive customer transformation roadmaps for product launches, lead pre-sales and onboarding processes including integration, training, analytics, health checks, and troubleshooting. Develop standardized frameworks, leverage analytics for risk interventions, and expand key account management to fuel revenue growth. This remote position, open to US and Canada residents, involves up to 15% travel throughout the United States, Canada, and Caribbean, embedding you in McGraw Hill's innovative culture of education advancement. Collaborate cross-functionally with Customer Success, Educational Consultancy, Marketing, Product, Customer Experience, and Sales teams to analyze usage data, develop adoption campaigns, and inform product strategies. Serve as the key escalation point for technical issues, communicate risks to Senior Leadership, and foster best practices across business units. With McGraw Hill's commitment to innovation, you'll empower educators with cutting-edge digital tools, making a global impact daily. Base pay ranges from $90,000 - $125,000 annually, plus incentive bonuses, medical benefits, and more in our supportive, forward-thinking environment.

Key Responsibilities

• Drive the customer transformation implementation roadmap, ensuring readiness, scalability, and operational efficiency across all product launches in the pre-sales stage
• Lead the pre-sales and onboarding processes, integration support, customer training, usage analytics, health checks and technical troubleshooting across North American customers
• Develop standardized implementation frameworks and adoption best practices
• Leverage analytics within overall strategy and utilize to build risk intervention programs
• Oversee and expand Key Account Management and identify and influence upsell opportunities within Key Accounts
• Ensure effective management of strategic accounts to drive revenue growth and retention
• Collaborate across Customer Success, Educational Consultancy, Marketing, Product, Customer Experience, Customer Service Operations Management and Sales
• Analyze data and communicate usage performance to key accounts; collaborate with Marketing to develop campaigns to drive usage
• Work with the product technology team to provide information for product strategy and workarounds for new product integration and adoption
• Represent and communicate risk exposure/mitigation plans to the Senior Leadership Team and build Customer Success relationships within other business units

Required Qualifications

• Education to degree level required
• 10+ years of sales and/or account management experience
• 5+ years of people management experience
• Advanced technical understanding of learning management systems and university technological eco-systems
• Experience of large-scale project management
• Experience with analytics and translating data into insights
• Experience with implementing complex digital arrangements

Preferred Qualifications

• Advanced proficiency with MS Office suite and CRM systems, salesforce.com preferred
• Ability to produce and interpret high level usage visualizations for internal and external use
• Experience working in complex multi-vendor environments managing timelines, stakeholder deliveries and expectations

Required Skills

• Advanced technical understanding of learning management systems
• Knowledge of university technological eco-systems
• Ability to utilize digital solutions in teaching and learning
• Producing and interpreting high-level usage visualizations
• Advanced proficiency with MS Office suite
• CRM systems experience (Salesforce preferred)
• Large-scale project management
• Analytics and data translation into insights
• Implementing complex digital arrangements
• Managing projects in multi-vendor environments
• Strong verbal communication skills
• Strong presentation skills
• Strong written communication skills
• Strategic account management
• Cross-functional collaboration
• Risk assessment and mitigation
• Customer onboarding and training
• Usage analytics and health checks

Benefits

• Competitive base pay range of $90,000 - $125,000 annually
• Annual incentive bonus plan based on retention and upsell performance
• Full range of medical benefits
• Comprehensive other benefits package depending on position
• Remote home office flexibility
• Opportunities for global impact in education technology
• Professional development in an innovative culture
• Travel opportunities up to 15% across US, Canada, and Caribbean

McGraw Hill is an Equal Opportunity Employer.