Wiley · 9 hours ago
Customer Success Manager
Cary, NC
Full-time
Hybrid
Entry, Mid Level
2+ years expWiley is a trusted leader in research and learning, empowering knowledge-seekers to transform challenges into opportunities. The Customer Success Manager will maximize the implementation and retention of Wiley’s digital solutions, working closely with faculty and customers to ensure successful course integration and drive digital usage.
Publishing
Responsibilities
Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts
Responsible for assisting faculty in implementing and integrating Wiley’s digital solutions
Consult with instructors on implementation and curriculum design. Execute individual and departmental training plans
Collaborate with DLE/Account Manager to review the status of opportunities, existing business, and expansion opportunities. Partner with DLE/AM to identify priority customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers. Carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions
Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions. Assist AM with converting the pilot to an adoption
Collaborate with DLE/AM partner 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 specific to their user experience
Conduct re-training with key customers to ensure all 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 Inclusive Access (IA) readoption Opps in SFDC for enrollment, Won/Lost stage, instructors contact info on IA adoptions. Maintain Bookstore communication and relationships to obtain IA adoption details, IA 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 opp in SFDC, Set to IA in CAP. Follow up on non-responders of IA confirmations at the end of each season
Qualification
Required
Undergraduate degree
2-4 years of relevant work experience in a similar function
Previous customer service, sales support and tech product support exposure
Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings
User experience knowledge with a CRM platform, preferably Salesforce
Strong written and verbal communication 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 solutions
Adaptable: can navigate complex sales processes with multiple decision makers
Benefits
Meeting-free Friday afternoons
Professional development
Comprehensive benefits package
Company
Wiley
We transform knowledge into accessible and actionable intelligence for today's challenges and tomorrow's possibilities.
5001-10000 employees
H1B Sponsorship
Wiley has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (9)
2023 (13)
2022 (46)
2021 (18)
2020 (22)
Funding
Current Stage
Late StageLeadership Team
Danish Khan
Chief of Staff to the CEO
Aref Matin
EVP & CTO
Recent News
Morningstar
2024-03-27
2023-10-10
2023-10-10
Company data provided by crunchbase