Customer Success Manager

Role Overview

As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. You will work closely with field sales or account managers 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.

What You Will Do

Your responsibilities will include reconfirming and retaining current customers while expanding digital usage at installed base accounts, assisting faculty in implementing and integrating Wiley’s digital solutions, consulting with instructors on implementation and curriculum design, and collaborating with field sales/account manager to review the status of opportunities, existing business, and expansion opportunities.

Why It Might Be a Fit

We are looking for a self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions. You should have strong written and verbal communication skills, strong relationship building skills, and excellent organization and time management skills.

Requirements

• Undergraduate degree
• 2-4 years of relevant work experience in a similar function
• Previous customer service, sales support and/or tech product support exposure
• 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