Customer Success Manager

Overview

Location:

Hoboken (HQ), NJ, USA. We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with field sales or account managers, the Customer Success Manager brings their expertise to provide a range of services to customers, including developing successful course implementation solutions, training, course fulfillment/setup, monitoring course usage and trends, and driving digital conversions and account expansions.

The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention. The Customer Success Manager will be a key resource in delivering Wiley’s commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions and will work with their field sales or account manager partners to expand their digital footprint.

• Reconfirm and retain current customers while expanding digital usage at installed base accounts.
• Assist faculty in implementing and integrating Wiley’s digital solutions.
• Consult with instructors on implementation and curriculum design, and execute individual and departmental training plans.
• Collaborate with field sales/account manager to review status of opportunities, existing business, and expansion opportunities; identify priority customers and participate in retention strategies to reduce digital churn and ensure a superior experience; carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions.
• Drive and support pilots across the territory with follow-up, surveys, platform assistance, and questions; assist AM with converting the pilot to an adoption.
• Collaborate with field sales/AM weekly or biweekly on adoption strategies to effect expansion and digital penetration.
• Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality.
• Conduct retraining with key customers to ensure large adoption customers are “power users.”
• Provide deep integration support on various LMS / LTI implementations.
• Provide regular account and adoption intelligence in SFDC after working with customers. Confirm/update IA readoption opportunities in SFDC for enrollment, Won/Lost stage, instructors contact info on IA adoptions. Maintain Bookstore communication and relationships to obtain IA adoption details, processes, and work order details.
• Analyze and drive digital usage data via activations reports for priority adoptions after back-to-school period ends.
• Review vendor reports at specific times during the season for IA courseware adoptions; confirm with bookstore or instructor if additional information is needed; review and update opportunities in SFDC; set to IA in CAP. Follow up on non-responders of IA confirmations at the end of each season.

• Undergraduate degree.
• 2-4 years of relevant work experience in a similar function.
• Previous customer service, sales support and/or tech product support exposure.
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings.
• Strong written and verbal communication skills.
• Strong relationship building skills.
• Excellent organization and time management skills.
• Ability to learn and apply technical expertise with new and existing platforms.
• Strong skill set to train and implement digital solutions.
• Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital…