[Hiring] Customer Success Coordinator @Wiley

Role Description

The Customer Success Coordinator manages the end-to-end delivery of ebooks, courseware, and content solutions for academic customers across the region. This role partners with sales, marketing, product, customer success, and technology teams, as well as external stakeholders, to ensure seamless implementation, onboarding, and support. The coordinator communicates timelines, troubleshoots issues, and looks for ways to improve customer satisfaction and product usage.

Job Responsibilities:

• Coordinate end-to-end delivery of ebooks, courseware, and content solutions for higher ed accounts.
• Partner with internal teams and external stakeholders to support implementation, onboarding, and configuration.
• Troubleshoot technical issues during implementation and post-launch, escalating and coordinating resolution with the right teams.
• Support client training and communicate platform functionality and best practices to instructors and administrators.
• Maintain documentation for implementation processes and common troubleshooting steps.
• Identify and recommend process improvements that strengthen customer satisfaction and usage.

Qualifications

• Bachelor's degree in business, communications, or a related field.
• Minimum 1 year of experience in a customer service, account management, sales support, or a client-facing role.
• Basic proficiency in spreadsheets (Excel/Google Sheets).
• Strong problem-solving skills with attention to detail and a customer-service orientation.
• Comfortable explaining technical concepts to non-technical audiences.
• Strong time management and prioritization skills; ability to maintain a calendar and inbox that prioritizes meetings and responses with the highest urgency.
• Completes work with a limited degree of supervision and can act as an informal resource for less experienced associates.

Requirements

• Prior experience in a SaaS or subscription-based business is a plus.
• Familiarity with CRM platforms (Salesforce preferred).

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development.
• A wide range of opportunities to foster community, learn, and grow.
• Commitment to fair, transparent pay and competitive compensation.

Company Description

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.