Customer Success Manager

🔥 9 hours ago

🌾 Iowa, Nebraska – Remote

🌾 Iowa – Remote 🌾 Nebraska – Remote

💵 $43.8k - $63.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Wiley

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🔬 Science

Education • Science

Wiley is a global publishing and information services company that connects researchers, educators, students, and professionals through scholarly journals, books, digital content, and learning platforms. It operates Wiley Online Library with thousands of journals, reference works, and books, provides textbooks and courseware (including rental and digital access), and offers publishing, research support, and AI-enabled tools and services for academic institutions, R&D teams, societies, and corporations. Wiley advances research discovery and professional learning by combining trusted content with technology platforms, licensing, and development services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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