Location: Remote, Ontario, Canada
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:
1-year fixed term contract
Customer Success Managers (CSM) are responsible for maximizing digital implementation, usage, and retention of Wiley’s digital solutions (WileyPLUS & Knewton Alta). You will partner with a Digital Learning Executive (DLE) and bring your expertise to offer a range of services to customers. Services include developing successful course implementation solutions, training, course fulfillment/set up, monitoring course usage, finding trends, and helping to increase platform activations.
In this role as a CSM, you will offer key resource in delivering Wiley’s commitment to exceptional customer advising, support and retention and you will work directly with new faculty members on creating and implementing their online course.
How you will make an impact:
- Responsible for assisting faculty in implementing and integrating WileyPLUS and Knewton Alta at key new adoptions.
- Consult instructors on implementation of WileyPLUS or other digital product. Ensure training takes place and that they are ready when their course starts.
- Track adoptions to determine gaps in training.
- Conduct check-ins with Digital Learning Executive partner to review status of opportunities and existing business.
- Partner with the DLE to identify core existing customers and take part in effective retention strategies to reduce WileyPLUS churn and ensure a better experience for our installed customers.
- 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.
What we look for:
- Undergraduate degree or equivalent work experience.
- 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 and knowledge with a CRM platform, preferably Salesforce.
- Consultative sales support exposure – cross-selling, upselling and renewal experience with customers.
- Strong written and verbal communication skills.
- Excellent organization and time management skills.
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.
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.
