Customer Success Specialist

Job not on LinkedIn

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences • Conduct face-to-face and virtual training and check-ins • Track engagement and usage to identify gaps, red flags, and retention or expansion opportunities • Own a territory-level retention target by formulating and executing retention strategies • Health-check key contacts and promote relevant new features • Work with school IT teams to test integrations before adoption • Manage post-adoption setup, account creation, fulfilment, and access provisioning • Act as the go-to expert on Jacaranda's digital solutions and integrated/intermediary platforms • Provide access and technical support, logging and escalating issues to the development team • Identify trends indicating larger technical problems • Maintain account and engagement records in Salesforce • Feed customer intelligence back to product, publishing, and marketing teams • Confirm re-adoption with school leaders during Terms 2–4, including SLAs and Purchase Orders • Collaborate with Sales, marketing, technology, and publishing teams

🎯 Requirements

• Experience in a Sales, Customer Success, or similar customer-facing role, with a customer-service orientation • Ability to present effectively in group and one-on-one settings • Experience supporting digital platforms and training users • Self-starter with strong listening and execution skills • Basic understanding of customer success and retention strategies • Must be eligible to obtain a Working with Children Check • Requires a driver's licence and car, with travel to schools multiple times a week at peak periods • General awareness of digital learning products and services • Strong written and verbal communication, with the ability to lead effective presentations to both large groups and individuals • Ability to follow structured sales and support processes • Familiarity with CRM platforms, preferably Salesforce, and aptitude for learning in-house systems • Time management and organizational skills • Adaptability in a fast-paced environment • Courtesy and professionalism in customer interactions • Calm, steady approach to problem-solving with strong critical thinking skills • Desirable: experience teaching or working in a high school environment • Desirable: experience using Learning Management Systems

🏖️ Benefits

• Meeting-free Friday afternoons • Professional development opportunities • Employee programs supporting community, learning, and growth • Comprehensive benefits package • Competitive compensation • Reasonable accommodation for applicants with disabilities • Internal mobility opportunities