High School Customer Experience Associate
About the role
We are seeking a High School Customer Experience Associate (CXA) to join our dynamic team. As a CXA, you will be the trusted partner for teachers, administrators, and technical contacts using BFW high school programs. Your primary mission is to ensure customers are confident, supported, and successful with our materials—from onboarding to renewal.
Responsibilities
Account & Relationship Management/Ownership
Relationship Building: Proactively establish and manage communication lines at the account and adoption levels with technical contacts, administrators, integration contacts, and users. Personalize language and approaches to ensure contacts feel supported using BFW products successfully and seamlessly.
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, account modifications, issue, and anything in the service of ensuring they are set up for success.
Service Coordination: Liaise with customer support and operations teams to ensure customer issues are addressed promptly and assigned tiered customers are receiving daily updates on support needs/cases.
Resource Management: Update and add contacts in Salesforce, extend access, and ensure teachers have the necessary materials, like Teacher Resources, Getting Started Guides, and access to training and asynchronous support.
Training & Product Adoption
Customer Training: Successfully lead technical consults post-sale, providing engaging, tailored, and results-oriented group and/or 1:1 training sessions on product platforms, integrations, privacy policies, and so on.
Resource Creation: Develop targeted and quality asynchronous resources (videos, guides, etc.) to support ongoing customer education and product usage.
Troubleshooting & Peak Period Support: Act as a single point of contact during peak periods for tiered customers, troubleshooting access issues and course setup, escalating cases when needed, and providing daily communication to struggling tiered customers.
Integration Support: Submit Integration Request Cases as needed and ensure progression of integration requests for all customers. Communicate when the process is stalled in an effort to move it along.
Operational Feedback: Capture and relay feedback from customers, through both engagements and formal follow-up surveys, to identify and improve areas for operational improvement.
Renewals & Upsells
Renewal/Rollover Qualification: Qualify renewal/rollover opportunities by gathering key decision dates and critical information and target them appropriately based on opportunities/assigned projects, ensuring communication is captured in a meaningful way.
User Outreach: Utilize data to target users, promoting product features and learning opportunities for implementation, usage, and value in product.
User Upsell Initiatives: Assist in identifying upsell opportunities, such as digital add-ons, expiring licenses, etc., to support account growth.
Usage Monitoring: Track license usage to ensure product adoption aligns with account goals, promoting training and best practices as needed.
CXA is expected to utilize company platforms such as PowerBi, Amplitude, and Salesforce to deep dive into accounts and end-user metrics for usage and act accordingly.
Automation Support: Oversee automated communications and drip campaigns to keep customers engaged and informed about new features, in collaboration with operations and marketing.
Qualifications
Bachelor’s degree in Business, Education, or a related field.
2+ years of experience in customer support, account management, or a similar role, ideally in educational technology or publishing.
Strong relationship management, customer service orientation, and proficiency in CRM tools (e.g., Salesforce).
Detail-oriented, proactive, solutions-focused, and able to manage multiple priorities, especially during peak seasons.
Preferred Qualifications
Demonstrated experience championing innovation within a customer success or account management role, especially through process improvements, automation, or introduction of new tools or workflows.
Creative problem-solving mindset with a track record of designing novel customer engagement tactics or resource solutions that go beyond standard protocols.
Experience in using or evaluating AI-driven tools, learning analytics platforms, or other innovative edtech solutions to drive customer engagement and product adoption.
Pay
$55,000 - $60,000 / year.
Schedule
Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation).