Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist in the implementation, usage, retention, and enhancement of Wiley’s digital solutions.

• Support course setup, training, and monitoring of usage.

• Reconfirm and retain existing customers while increasing digital usage at current accounts.

• Aid faculty members in the implementation and integration of Wiley’s digital offerings.

• Consult with instructors regarding implementation and curriculum design.

• Execute training plans for individuals and departments.

• Work collaboratively with Digital Learning Executives and Account Managers on opportunities, existing business, expansion strategies, and retention plans.

• Drive and support pilot programs across the territory, including follow-up, surveys, platform assistance, and inquiries.

• Follow up with customers to ensure a positive experience while promoting new features and functionalities.

• Conduct retraining sessions with key customers to cultivate power users.

• Provide extensive integration support for LMS/LTI implementations.

• Maintain account and adoption intelligence using Salesforce.

• Confirm and update details regarding Inclusive Access adoption opportunities in Salesforce and CAP.

• Oversee communications and relationships with bookstores.

• Analyze digital usage data through activation reports.

• Review vendor reports related to Inclusive Access courseware adoptions and follow up on confirmations.

⛳️ Requirements

• Bachelor's degree.

• 1-3 years of relevant experience in a similar role.

• Previous exposure to customer service, sales support, and technical product support.

• Capability to deliver effective presentations to both internal and external audiences, in both large groups and one-on-one settings.

• Familiarity with a CRM platform, preferably Salesforce, and user experience knowledge.

• Strong written and verbal communication abilities.

• Excellent organizational and time management skills.

• Aptitude for learning and applying technical expertise with new and existing platforms.

• Proficient in training and implementing digital solutions.

• Self-motivated individual capable of maximizing time and achieving high ROI by utilizing strong listening skills to understand and apply digital solutions.

• Adaptability to navigate complex sales processes involving multiple decision-makers.

• Must be eligible to work in Ontario or Quebec, Canada.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Comprehensive employee programming designed to foster community, learning, and growth.

• Extensive benefits package.

• Reasonable accommodations for applicants and employees with disabilities.