Customer Success Manager

Location: Remote, USA

About The Role:

The Customer Success Manager will support efforts with non-traditional and often for-profit accounts across all of Wiley’s courseware offerings (Alta, WileyPLUS, and zyBooks), collaborating closely with the Account Managers and Account Executives.

Customer Success Managers bring 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, and driving digital conversions and account expansions.

Due to the unique nature of working with a high volume of smaller-sized accounts, the Customer Success Manager will require a strong level of organization and attention to detail as well as clear and responsive communication. This position will have a high degree of interaction an

d collaboration as well as various teams across Wiley’s broader organization, requiring a team-oriented mindset.

The position may require occasional national travel with anticipated time on the road projected at 5-10%. The Customer Success Manager will report to the Sales Manager, Career Colleges.

How you will make an impact:

• Maintain and expand business within existing and new institutions, fostering key relationships with academic key decision makers in tandem with teammates.
• 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.
• Provide timely responses to both teammates and accounts that foster a trusting partnership to support overall team growth.
• Continuously seek ways to help improve and support learner success with Wiley offerings.
• Collaborate with Account Manager/Executive to review the status of opportunities, existing business, and expansion opportunities. Help identify priority customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers. Carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions.
• Provide integration support on various LMS / LTI implementations.
  
  

What we look for:

• Bachelor’s Degree.
• Industry experience in higher education publishing is preferred.
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings.
• Effective communication, relationship building and follow up skills to facilitate answers for customers from within the broad Wiley organization.
• Highly organized.
• Experience working with complex organizations.
• Relationship management.
• Proficient in Google Suite, MS Office Suite, and Salesforce.
• Ability and willingness to use video conferencing & screen sharing technology.
• Ability to learn and apply technical expertise with new and existing platforms.
• Time and schedule management.
• Able to manage a wide range of customer personalities well.
• Potential a small amount of travel, approximately 5-10% a year.
  
  

About Wiley:

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. This range represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies

About zyBooks:

Have a passion for making a difference in the education, careers, and lives of hundreds of thousands of college-level students? zyBooks is a professor-formed company producing interactive, online learning content that replaces college-level textbooks, homework, and even programming lab assignments. zyBooks is dedicated to the success of students worldwide, having provided courseware to more than 900,000+ students in over 900 universities.