Customer Success Manager

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

📋 Description

• Enhance the digital deployment, usage, retention, and growth of Wiley’s digital offerings.

• Create effective course implementation strategies.

• Provide training to customers and assist with course setup and fulfillment.

• Track course usage and trends, while promoting digital conversions and account growth.

• Reaffirm current business with faculty members and boost platform retention.

• Guide and support both existing and prospective customers in developing and executing digital solutions.

• Aid faculty in implementing and integrating Wiley’s digital resources.

• Consult with instructors on course implementation and curriculum design.

• Implement training plans for individuals and departments.

• Partner with DLE/Account Managers to explore opportunities, manage existing business, and develop strategies for expansion and retention.

• Facilitate and support pilot programs, including follow-ups, surveys, platform assistance, and transition to adoption.

• Proactively engage with customers to highlight product features and capabilities.

• Conduct retraining sessions to transform large-adoption customers into power users.

• Offer integration support for LMS/LTI implementations.

• Maintain account and adoption intelligence in SFDC and update Inclusive Access opportunities.

• Sustain communications and relationships with bookstores to gather adoption, processing, and work order details.

• Analyze activation and vendor reports, update SFDC opportunities, set courses to IA in CAP, and follow up with non-responders.

⛳️ Requirements

• Bachelor’s degree.

• 2–4 years of pertinent work experience in a comparable role.

• Previous experience in customer service, sales support, and tech product assistance.

• Capability to deliver effective presentations to both internal and external clients, in both large groups and individual settings.

• Familiarity with CRM platforms, preferably Salesforce, and user experience insights.

• Strong verbal and written communication abilities.

• Exceptional organizational and time management skills.

• Capacity to acquire and apply technical knowledge with new and existing platforms.

• Proficient in training and implementing digital solutions.

• Self-motivated individual who can optimize time and achieve high ROI through listening and executing digital solutions.

• Ability to navigate intricate sales processes involving multiple decision-makers.

• A resume/CV must be submitted with the application.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Continuous learning and opportunities for internal mobility.

• Comprehensive benefits package.

• Reasonable accommodations for applicants and employees with disabilities.