Job title – Customer Education Manager
Location: Noida (Hybrid) or Remote India
At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It's in our differences that we empower the way the world learns.
About this role:
As a pivotal member of Wiley's Sales Operations organization, the Customer Education Manager plays a crucial role in driving renewable revenue and contributing to the company's customer-first objective. The Customer Education program is designed to provide customers worldwide with comprehensive training to help them derive value from their purchases from Wiley, particularly regarding open access agreements. The Customer Education Manager will assist in achieving the team's goals of increasing customer satisfaction, driving product usage, supporting open access agreements globally, and aiding in customer retention and renewal. This role should be based in India and would support online training for the entire APAC region
How you will make an impact:
- Assist Sales and CSMs with developing and launching Transformational Agreements, delivering training and demos for librarians and authors, and post-launch events.
- Conduct live online sessions to boost product usage, article submissions, and satisfaction. Create training resources like videos, guides, and infographics.
- Oversee the Success Hub, manage training hubs, and maintain a resource library with version control and documentation.
- Act as a subject matter expert in Wiley products and publication processes. Collaborate with internal teams and external speakers to enhance training and engagement materials.
- Develop certifications, interactive learning experiences, and curriculum recommendations to drive usage and value.
- Streamline processes, integrate feedback to improve programs, and contribute to the team’s content roadmap with creative solutions.
- May require travel to customer locations to conduct in-person training sessions
What we are looking for:
- Bachelor’s degree
- 5-7 years’ experience delivering online events, Product Training, Customer Experience, Marketing, directly interacting with customers and participating in customer-facing events Prior publishing experience
- Excellent written, verbal and presentation skills in English Ability to multi-task and communicate effectively in a fast-paced environment.
- Willingness to travel as required to deliver in-person training sessions
- Creative problem solver who can manage multiple projects with ease and finesse
- Highly meticulous, attention to details
- Strong time management skills
- Pro-active – follows up and drives hard to meet deadlines and find solutions to challenges that can arise in this fast-paced environment and under pressure
- Strong understanding of open access and journal publication process
About Wiley:
We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.
Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual’s status in any group or class protected by applicable federal, state or local laws.
- When applying, please attach your updated resume/CV to be considered.
