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

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

• Facilitate course setup, provide training, and manage fulfillment activities.

• Analyze course usage and trends to pinpoint opportunities for retention and growth.

• Work alongside DLE/AM to evaluate account status and bolster retention strategies.

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

• Conduct re-training sessions for key customers to ensure efficient use of the platform.

• Offer basic integration assistance for LMS/LTI implementations.

• Keep accurate records of account and adoption data in Salesforce (SFDC).

• Review vendor reports and coordinate with bookstores or instructors to verify IA adoption specifics.

• Advocate for new features and functionalities to improve customer experience.

• Clearly communicate with customers to ensure they understand the value of the product/service.

• Bachelor’s degree.

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

• Proficient in presenting effectively in both group and individual settings.

• Experience in supporting digital platforms and training users.

• A self-starter with strong listening and execution abilities.

• Basic knowledge of customer success and retention strategies.

• Meeting-free Friday afternoons, providing more time for focused work and professional development.

• A broad array of opportunities to build community, learn, and advance.

• Commitment to fair, transparent pay and competitive compensation.

• Comprehensive benefits package.

Customer Success Manager

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