- Consult and train higher ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructor's course goals are met.
- Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions, owning escalations and resolutions.
- Advise instructors in using all aspects of Macmillan Learning digital platforms. Compose responses to all instructor inquiries and requests in a timely and professional manner.
- Respond to instructor inquiries regarding content, including addressing comments, misconceptions, and errors by both students and instructors.
- Help write custom questions for instructors upon request.
- Work with the sales and marketing teams on activities designed to promote learning success and retain current business. Establish and build upon the relationships with instructors to promote renewal business.
- Provide recommendations and feedback on future software enhancements and content development based on analysis of experience with customers, user needs, and customer feedback.
- Bachelor's degree.
- Detail oriented.
- Experience working in support of software (selling, training, support escalations) Experience as a teacher, tutor, or TA in social sciences or STEM discipline.
- Experience with typical office software including email, spreadsheets, and word processing.
- Strong organizational, communication, and time management skills.
- Experience with Google Apps.
- Previous experience with incorporating digital education materials into a higher ed classroom.
- Experience with LMS (Blackboard, Canvas, D2L, Moodle, Sakai).
- Customer service experience.
- Experience with conflict de-escalation and resolution.
- Competitive pay and bonus plan
- Generous Health Benefits (Medical, Dental, Vision)
- Contributions to your 401k retirement account through Fidelity
- Generous paid time off, sick time, floating holidays, and paid holidays (International Day for the Elimination of Racial Discrimination, Juneteenth, Indigenous People's Day, and more)
- Employee Assistance Program, Education Assistance Program
- 100% employer-paid life and AD&D insurance
- And much more
Implementation & Engagement Specialist - Abu Dhabi, United Arab Emirates - Sunstar
Description
As a member of the Customer Implementation & Success team, the Implementation & Engagement Specialist - Higher Ed advises and negotiates with higher ed instructors and administrators to provide guidance, training, and support that exceeds expectations. They serve as a proprietary software authority working to resolve any issues that instructors encounter within their Macmillan Learning digital solution.
Major responsibilities include, but are not limited to:
Required Qualifications:
Preferred Qualifications:
Salary Range: $60,000 - $75,000
Exemption Status: Exempt
Physical Requirements:
Requires periods of close concentration in a sometimes busy and open office; must be able to multi-task; must be able to travel occasionally.
Must be able to work more than 40 hours per week as needed.
The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.
Benefits
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) of active employees.
Macmillan Learning is a privately-held, family-owned company that inspires what's possible for every learner. We envision a world in which every learner succeeds. Through our content, tools and services, we aim to make that a reality. To learn more, please visit, join ourMacmillan Community, stay connected to ourLearning Stories blogs, or see us onLinkedIn,Facebook, orX. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a global media company headquartered in Stuttgart, Germany.
We are an