Customer Success Manager

🕒 Ontem

🌾 Iowa, Nebraska – Remoto

🌾 Iowa – Remote 🌾 Nebraska – Remote

💵 $43.800 - $63.266 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

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Wiley

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

📚 Educação

🔬 Ciência

Education • Science

A Wiley é uma empresa global de serviços de publicação e informação que conecta pesquisadores, educadores, estudantes e profissionais por meio de periódicos acadêmicos, livros, conteúdo digital e plataformas de aprendizado. Ela opera a Wiley Online Library com milhares de periódicos, obras de referência e livros, fornece livros didáticos e materiais de curso (incluindo aluguel e acesso digital), e oferece ferramentas e serviços de publicação, suporte à pesquisa e com tecnologia habilitada por IA para instituições acadêmicas, equipes de P&D, sociedades e corporações. A Wiley promove a descoberta de pesquisa e o aprendizado profissional combinando conteúdo confiável com plataformas tecnológicas, licenciamento e serviços de desenvolvimento.

Descrição

• Maximize digital implementation, usage, retention, and expansion of Wiley’s digital solutions • Develop successful course implementation solutions, training, course fulfillment/setup, and monitor course usage and trends • Reconfirm existing business with faculty and increase platform retention • Assist faculty in implementing and integrating Wiley’s digital solutions • Consult with instructors on implementation and curriculum design and execute training plans • Collaborate with field sales and account managers on opportunities, retention strategies, and expansion opportunities • Identify priority customers and reduce digital churn while ensuring a superior customer experience • Drive and support pilots through follow-up, surveys, platform assistance, and conversion to adoption • Follow up proactively with customers and promote new features and functionality • Conduct retraining with key customers to develop power users • Provide integration support for LMS/LTI implementations • Maintain account and adoption intelligence in SFDC and update Inclusive Access opportunities • Maintain bookstore communications and relationships to obtain adoption, process, and work-order details • Analyze digital usage data and activation reports for priority adoptions • Review vendor reports, confirm courseware adoption information, update SFDC opportunities, and follow up with non-responders

🎯 Requisitos

• Undergraduate degree • 2–4 years of relevant work experience in a similar function • Previous customer service, sales support, and/or tech product support exposure • Ability to lead effective presentations to internal and external customers in 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 skills in training and implementing digital solutions • Self-starter able to maximize time and generate high ROI by leveraging listening skills to understand and execute digital solutions • Adaptable and able to navigate complex sales processes with multiple decision makers • Preferred: previous customer success or inside sales experience • Preferred: CRM platform user experience, preferably Salesforce • Resume/CV required when applying

🏖️ Benefícios

• Meeting-free Friday afternoons • Professional development opportunities • Robust employee programming supporting community, learning, and growth • Continuous learning and internal mobility • Support for health and well-being of employees • Competitive compensation • Comprehensive benefits package • Reasonable accommodation for applicants and employees with disabilities