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Director, Customer Solutions
- Access Dubuque (Dubuque, IA)
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Director, Customer Solutions
McGraw Hill
1 Positions
ID: 6255
Posted On 11/12/2025
Job Overview
Overview
Impact the Moment
When was the last time you experienced the impact of your work? Our Global Professional Sales team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes.
We’re looking for a **Director, Customer Solutions** to drive the McGraw Hill mission by leading solutions consultancy strategy and customer success across North America. Reporting to the VP, Digital Sales, the Director, Customer Solutions will be responsible for leading and managing our Solution Consultancy and Customer Success teams.
How can you make an impact?
As Director, Customer Solutions, you will ensure seamless onboarding of new products, strengthen institutional partnerships, and position Solutions Consultants and Customer Success as a strategic enabler of growth and retention. You will also oversee the key account plans across the North American territory while considering regional insights and challenges. Your team of Solutions Consultants and Customer Success representatives will carry partial revenue responsibility focused on retention and uncovering upsell opportunities for the business.
This position is open to candidates that permanently reside within the United States or Canada. This role will work from a remote home office and travel regularly throughout the year. Travel is up to 15% of the year throughout the United States, Canada, and Caribbean.
What you will be doing:
+ 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 these strategic accounts and ensure revenue growth and retention.
+ Collaborate across Customer Success, Educational Consultancy, Marketing, Product, CXG, CSOM and Sales and liaise directly with cross-functional team leaders.
+ Analyze data and communicate usage performance to key accounts. Collaborate with Marketing to help develop campaigns to drive usage.
+ Work with the product technology team to provide sufficient information to formulate the product strategy and workarounds to ensure the success of new product integration and adoption. Work to embed the team as a key point of contact for technical troubleshooting and escalations.
+ Represent and communicate risk exposure/mitigation plans to the Senior Leadership Team and build Customer Success relationships within other business units to share best practices.
We’re looking for someone with:
+ 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
+ Ability to understand how digital solutions can be utilized in everyday teaching and learning is critical
+ Ability to produce and interpret high level usage visualizations for internal and external use
+ Advanced proficiency with MS Office suite and CRM systems, salesforce.com preferred
+ Experience of large-scale project management
+ Experience with analytics and translating data into insights
+ Experience with implementing complex digital arrangements
+ Ability to work effectively to deliver projects in complex multi-vendor environments, and manage timelines, stakeholder deliveries and expectations
+ Strong verbal, presentation and written communication skills
Why work for us?
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions.
The base pay range for this position is between $90,000 - $125,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual incentive bonus plan based on retention/upsell will be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. Click here to learn more about our benefit offerings.
50028
Primary Contact
1702837431829
Jacqui Edwards
,
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Phone
Phone
Fax
Email
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Job Details
Categories
Publishing/Printing
Sales/Service
Location
Remote, Remote
Job Type
Employee
Full/Part
Full Time
Company ID
695
Job REQ #
6255
\# Positions
1
Start Date
20251112
End Date
20251214
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McGraw Hill
About the Company
At McGraw Hill, we believe that our contribution to unlocking a brighter future lies within the application of our deep understanding of how learning happens and how the mind develops. It exists where the science of learning meets the art of teaching.
Educators have been and always will be at the core of the learning experience. The solutions we develop help educators impart their knowledge to students more efficiently. We believe that harnessing technology can enhance learning inside and outside of the classroom and deepen the connections between students and teachers to empower greater success.
By partnering with educators around the globe, our learning engineers, content developers and pedagogical experts are developing increasingly open learning ecosystems that are proven to improve pass rates, elevate grades and increase engagement for each individual learner while improving outcomes for all.
Why? Because learning changes everything.
http://www.mheducation.com/careers (https://careers.mheducation.com/)
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