Customer Success Manager

This is a fully remote position, open to applicants in Iowa, +1 more state.

📋 Description

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

• Create effective course implementation strategies, provide training, manage course fulfillment/setup, and track course usage and trends.

• Reaffirm existing partnerships with faculty and boost platform retention.

• Aid faculty in the adoption and integration of Wiley’s digital solutions.

• Advise instructors on implementation and curriculum design while executing training initiatives.

• Work in conjunction with field sales and account managers on opportunities, retention tactics, and growth prospects.

• Identify key customers and minimize digital churn while guaranteeing an exceptional customer experience.

• Lead and support pilot programs through follow-ups, surveys, platform assistance, and facilitating adoption.

• Proactively engage with customers to highlight new features and functionalities.

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

• Offer integration assistance for LMS/LTI implementations.

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

• Sustain communications and relationships with bookstores to secure adoption, processing, and work-order specifics.

• Evaluate digital usage data and activation reports for priority adoptions.

• Review vendor reports, verify courseware adoption details, update SFDC opportunities, and follow up with non-respondents.

⛳️ Requirements

• Bachelor’s degree.

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

• Background in customer service, sales support, and/or technical product support.

• Capability to deliver effective presentations to internal and external audiences in both large group and individual settings.

• Excellent written and verbal communication skills.

• Strong relationship-building abilities.

• Outstanding organizational and time-management skills.

• Competence in learning and applying technical expertise with both new and existing platforms.

• Proficient in training and implementing digital solutions.

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

• Flexible and able to navigate intricate sales processes involving multiple decision-makers.

• Preferred: previous experience in customer success or inside sales.

• Preferred: experience with CRM platforms, particularly Salesforce.

• Resume/CV is required when submitting an application.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Comprehensive employee programming that supports community, learning, and growth.

• Continuous learning and options for internal mobility.

• Support for the health and well-being of employees.

• Competitive salary.

• Extensive benefits package.

• Reasonable accommodations available for applicants and employees with disabilities.