Customer Success Manager

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

📋 Description

• Assist faculty in the incorporation and application of Wiley’s digital solutions within their courses.

• Aid in course configuration, training delivery, and fulfillment tasks.

• Track course engagement and trends to uncover opportunities for retention and growth.

• Collaborate with Digital Learning Executives or Account Managers to assess account status and aid in retention strategies.

• Engage in pilot programs by providing follow-up, platform support, and coordinating surveys.

• Conduct retraining sessions with key clients.

• Offer basic integration assistance for LMS/LTI implementations.

• Keep precise account and adoption information in Salesforce, including updates on Inclusive Access.

• Analyze vendor reports and liaise with bookstores or instructors to verify Inclusive Access adoption details.

• Advocate for new features and functionalities to enhance the customer experience.

• Communicate effectively with customers to ensure clarity on product and service value.

⛳️ Requirements

• Bachelor’s degree.

• 1–3 years of applicable experience in customer service, sales support, or technical product assistance.

• Proficient in delivering presentations in both group and individual settings.

• Experience in supporting digital platforms and training end-users.

• Self-motivated individual with strong listening and execution capabilities.

• Basic understanding of customer success and retention strategies.

• General knowledge of digital learning products and services.

• Fundamental financial and data analysis abilities.

• Excellent written and verbal communication skills.

• Capability to adhere to structured sales and support protocols.

• Familiarity with CRM systems, preferably Salesforce.

• Strong time management and organizational abilities.

• Flexibility in a dynamic work environment.

• Professionalism and courtesy in customer interactions.

• Ability to attach a resume/CV when submitting an application.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Employee programs that promote community involvement, learning, and growth.

• Comprehensive benefits package.

• Competitive salary.

• Reasonable accommodations for applicants and employees with disabilities.