Customer Success Manager

Location: Remote, USA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

Customer Success Managers are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with their DLE or Account Manager, the 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. The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention.

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. They will work with their DLE or AM partner to expand their digital footprint.

How you will make an impact :

• 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 DLE/Account Manager to review the status of opportunities, existing business, and expansion opportunities. Partner with DLE/AM to 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.
• 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 DLE/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 and promote new features and functionality specific to their user experience.
• 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. Confirm/Update Inclusive Access (IA) readoption Opps in SFDC for enrollment, Won/Lost stage, instructors contact info on IA adoptions. Maintain Bookstore communication and relationships to obtain IA adoption details, IA processes, and work order details.
• 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, confirm with bookstore or instructor if additional information is needed, review and update opp in SFDC, Set to IA in CAP. Follow up on non-responders of IA confirmations at the end of each season.

What we look for:

• Undergraduate degree
• 2-4 years of relevant work experience in a similar function
• Previous customer service, sales support and tech product support exposure
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings.
• User experience knowledge with a CRM platform, preferably Salesforce
• Strong written and verbal communication 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

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

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. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. 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. Wiley proactively displays target base pay range for UK, Canada and USA based roles.