Houghton Mifflin Harcourt (HMH) is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com Job Title: Associate Success Manager  Location: Hybrid position (attendance in the office is required 1-2 days per week)                   Trinity Central, 152-160 Pearse St, Dublin, D02 R590, IRELAND HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 US core curriculum, supplemental and intervention solutions and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries. The HMH Associate Success Manager works in close collaboration with the Sales and Partner Accounts teams to ensure the success and retention of HMH customers (partners).  The HMH Associate Success Manager proactively monitors product usage and customer/partner relationships, identifies opportunities for enhancement, and connects our users with the services and support needed to improve the overall experience, maximizing the value they receive from HMH. They act as product generalists, but process and collaboration experts, coordinating support with product experts as needed.   Responsibilities: Connect customers/partners to the support and services they need to be successful at each stage in their journey with HMH Coordinate with Sales Leads and district leadership to define goals, develop strategies and manage success plans Proactively analyse data to monitor health of partnership and collaborate with Account Manager to recommend interventions or enhancements to the customer/partner’s portfolio Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions Apply case management best practices to manage your caseload, using a combination of human-led and digital customer/partner engagement Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to learning environment Document work using internal tools such as Salesforce, Gainsight, Jira, Confluence and others Perform other duties as assigned to ensure the success of the team and the entire organization May require occasional travel – once a year Flexibility to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from international districts, necessitating alignment with their respective time zones Experience working in a multi-cultural environment, understanding cultural nuances and dealing with ambiguity   What you’ll need: At least two years of relevant experience Commitment to the HMH & NWEA mission, values and culture  Ability to communicate clearly and accurately with external partners and internal co-workers   Good customer service and listening skills  Use data to identify and resolve problems  Presentation and product demonstration skills, with up-to-date knowledge of platforms and products Must be able to keep and promote a team mindset while working with a high level of autonomy   Knowledge and proficiency with common operating systems and computing devices Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities  Exceptional reliability and decision making  Education and Experience:  Bachelor’s degree required; or an equivalent combination of education and experience will be considered in lieu of a degree  Experience in a customer success or account management role desired    #LI-BO1 #Hybrid The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges. Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers. We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies. Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies. We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.