McGraw Hill Hiring for Assistant Manager- End User Support Engagement at Noida, Uttar Pradesh Full Time

Could your creative thinking build the future? Our Client Engagement Team at McGraw Hill make a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways.

McGraw Hill India has an opening for a Assistant Manager- End User Support Engagementto join McGraw Hill India to handle our reader support and engagement function. This includes timely management of inbound enquiries from our end users, including but not limited to students and teachers, and build a robust and engaging reader engagement strategy for. In this role, you will need a collaborative solution centric approach and strong focus on reader satisfaction, so as to turn our readers into our brand advocates. You will get to work closely with colleagues from across marketing, product, and sales functions, while retaining the full ownership of reader support and engagement.

This position must be located in Noida (HO).

What you will be doing

• Ensure good user experience through timely and appropriate responses, and prompt resolution of user queries and extend all required support to the users so they can derive the best value from our products
• Work closely with colleagues from across the teams to resolve end-user feedback, queries and complaints
• Develop workflows to enhance end-user experience and ensure end-user delight
• Maintain records of user interactions, prepare dashboards, and periodically share reports and findings with the concerned teams
• Acknowledge and respond to piracy reports and content feedback and facilitate prompt communication with relevant internal stakeholders
• Work with cross functional teams to devise a robust user community strategy across social media and other channels, and own the day-to-day operations for building the community and driving active user engagement
• Ensure effective onboarding of new users, and active engagement of current users with a sharp focus on driving user delight
• Contribute to inbound and outbound user communication strategy, with an objective to promote, cross-sell and upsell relevant products to engaged users
• Be the “voice of readers” for stakeholders within McGraw Hill driven by collected content feedback, product reviews and unmet needs of the readers
• Drive customer feedback in form of product reviews on social media and E-commerce marketplaces

The ideal candidate will have

• A minimum 2 years’ experience in driving user experience/ user engagement/ building or managing user community.
• Minimum graduate and preferably a postgraduate degree from an institution of repute
• Good knowledge of Microsoft Office suite, especially MS Word, Power point and Excel
• Experience with ticketing systems like JIRA/SFDC ticketing will be an added advantage
• Experience with e-commerce, retail, end-user care, BPO, KPO would be an added advantage

As an education innovation company, we’re proud to play our part by inspiring learners around the world. If you bring your curiosity, we’ll help you grow in a collaborative environment where everyone shares a passion for success.

Are you ready for a new challenge? Apply for a career at McGraw Hill and together, we’ll impact the world.