[Hiring] Customer Success Manager @Wiley

Role Description

As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with field sales or account managers, the Customer Success Manager brings their expertise to provide a range of services to customers, including:

• Developing successful course implementation solutions
• Training
• Course fulfillment/setup
• Monitoring course usage and trends
• Driving digital conversions and account expansions

The Customer Success Manager will be a key resource in delivering Wiley’s commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions and will work with their field sales or account manager partners to expand their digital footprint.

Qualifications

• Undergraduate degree
• 2-4 years of relevant work experience in a similar function
• Previous customer service, sales support and/or tech product support exposure
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings
• Strong written and verbal communication skills
• Strong relationship building skills
• Excellent organization and time management skills
• Ability to learn and apply technical expertise with new and existing platforms
• Strong skill set to train and implement digital solutions
• Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions
• Adaptable: can navigate complex sales processes with multiple decision makers

Requirements

• Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts
• Responsible for assisting faculty in implementing and integrating Wiley’s digital solutions
• Consult with instructors on implementation and curriculum design, execute individual and departmental training plans
• Collaborate with field sales/account manager to review the status of opportunities, existing business, and expansion opportunities
• Partner with field sales/AM to identify priority customers and participate in effective retention strategies to reduce digital churn
• Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions
• Assist AM with converting the pilot to an adoption
• Collaborate with field sales/AM partner weekly or biweekly on adoption strategies to effect expansion and digital penetration
• Proactively follow up with customers to ensure a positive experience using Wiley products
• Conduct re-training with key customers to ensure all large adoption customers are “power users”
• Provide deep integration support on various LMS / LTI implementations
• Provide regular account and adoption intelligence in SFDC after working with customers
• Analyze and drive digital usage data via activations reports for priority adoptions after back-to-school period ends
• Review vendor reports at specific times during the season for IA courseware adoptions

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development
• Robust body of employee programming to facilitate a wide range of opportunities to foster community, learn, and grow
• Commitment to fair, transparent pay and competitive compensation
• Comprehensive benefits package