Role Description McGraw Hill, the leading provider of digital and print educational resources, is looking for a Customer Strategy Operations Specialist to support critical business systems that power our Customer Success organization. In this role, you will help optimize the tools, data, and workflows that enable teams to better serve customers and drive product adoption. You will collaborate cross-functionally to improve system performance, streamline processes, and ensure teams have the insights and infrastructure they need to succeed. This is a remote position open to applicants authorized to work for any employer within the United States. What you will be doing: - Support the administration and optimization of key Customer Success platforms, including configuring workflows, maintaining system data, and ensuring effective platform usage. - Build and refine workflows, scripts, and system processes that improve operational efficiency and communication between internal teams and customers. - Investigate and resolve internal support tickets related to business systems to ensure proper functionality and user adoption. - Collaborate with cross-functional teams including Salesforce, data, and operations teams to ensure alignment across systems and processes. - Develop ad hoc reports and insights using SQL queries, system reporting tools, and Excel to support internal decision-making and customer reporting needs. - Assist with integrating business systems and ensuring smooth data flow across the McGraw Hill data ecosystem. - Participate in the discovery, onboarding, and implementation of new business systems and platform enhancements. - Monitor and improve key operational metrics such as customer health scores and system performance indicators. Qualifications - Bachelor’s degree in Information Technology, Business Administration, Computer Programming, or a related field. - Experience working with business systems such as Salesforce, Gainsight, Planhat, Pendo, or similar customer success platforms. - Experience building workflows or supporting operational processes within SaaS or customer success environments. - Proficiency with SQL, database concepts, or data analysis used for reporting and system insights. - Advanced Microsoft Office skills, particularly Excel for data analysis, reporting, and visualization. - Experience with business process mapping, system integrations, or operational process improvements. - Strong communication and collaboration skills with the ability to work effectively across cross-functional teams. - Strong organizational and project management skills with the ability to manage multiple priorities in a fast-changing environment. Benefits - The pay range for this position is between $62,000 - $65,000 annually. - Base pay offered may vary depending on job-related knowledge, skills, experience, and location. - A full range of medical and/or other benefits may be provided, depending on the position offered.

• Ensure that organizational projects and initiatives meet objectives on time and within budget by focusing on the people side of change. • Prepare, support, and equip employees to adopt and use changes to business processes, systems, technology, roles, and organizational structures. • Coordinate large-scale process and culture change initiatives. • Develop and implement policies and procedures to meet organizational standards. • Facilitate small group sessions and lead large-scale organizational changes. • Measure and analyze the effectiveness of change initiatives and training programs. • Use data and analytics to forecast outcomes and refine strategies. • Troubleshoot operational and system issues, ensuring minimal disruption to business processes.

• Serve as a liaison between internal clients and functional departments; • Identify risks, evaluate controls and prepare findings and recommendations. • Ensure through audits that the organization’s programs are consistently administered. • Monitor and evaluate the effectiveness of solutions, policies, practices and processes. • Develop, implement, administer and revise policies, procedures and programs. • Research, analyze, maintain, modify, validate and prepare data, information and content. • Produce, edit and distribute a variety of business documents. • Create, present and/or facilitate meetings, webinars, conference calls, training programs, etc. • Participate on or lead larger, more complex departmental and/or divisional projects. • Develop and build internal partnerships to improve communication, coordination and collaboration.

• Collaborate with Leadership, Sales, and Marketing to operationalize new partner program launches • Support partner marketing planning and execution by managing the overall partner program calendar, ensuring partners are engaged at the appropriate cadence and frequency, and coordinating with the marketing team to align activities with company objectives • Manage core partner program tools including the CRM (Salesforce), partner portal, content management tool (Highspot), project management platform (Asana), and partner ecosystem platform (Crossbeam), maintaining data integrity, reporting accuracy, content accuracy and relevance, and partner program project statuses • Support the marketing team in coordinating campaign launches, webinars, events, and digital initiatives, serving as the partner operations liaison across sales, content, and product teams • Serve as a primary point of contact for internal and external partner teams, ensuring timely communication and support • Onboard new partners and manage partner lifecycle processes • Track, report, and analyze overall partner program performance metrics, individual partner performance, and channel account manager (CAM) performance, generating insights and recommending improvements • Support the coordination of joint go-to-market planning with partners, supporting co-marketing activities in collaboration with the marketing team • Maintain and continuously improve partner enablement resources and documentation • Work closely with internal teams to resolve partner issues and support deal execution • Maintain oversight of service delivery escalations involving partners, serving as the operational point of escalation to ensure timely resolution and partner satisfaction