Customer Success Manager

Indianapolis, IN / Remote
30+ days ago

Job Description

Location: United States - Remote (eastern time zone preferred)

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It’s in our differences that we empower the way the world learns.

Customer Success Managers are responsible for maximizing digital implementation, usage, retention and expansion of Wiley’s digital solutions. Working closely with their Digital Learning Executive, the Customer Success Managers bring their expertise to provide a range of services to customers including developing successful course implementation solutions, training, course fulfilment/set up, monitoring course usage, trends and driving digital conversions and account expansions.

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.

How you will make an impact:

  • Retain current customers and 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. Execute on individual and departmental training plans.

  • Collaborate with Digital Learning Executives to review status of opportunities, existing business and expansion opportunities.

  • Partner with Digital Learning Executives to identify core existing customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers.

  • Drive and support pilots across the territory.

  • Conduct effective and ongoing outreach via daily phone calls and email to prospective and existing customers. Deliver virtual (remote) sales presentations via one-on-one or group decision maker meetings.

  • 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”.

  • Use deep integration expertise on various LMS / LTI implementations.

  • Provide regular reporting, account and adoption intelligence and update opportunities and cases regularly in SFDC.

  • Generate and analyze digital usage data for Wiley’s offerings.

  • Provide support with our Advocacy/Success Programs, including First Day of Class training for faculty and students, WileyPLUS and Alta Studio, and the Instructor Academies.

We are looking for people who have/are:

  • 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 and knowledge with a CRM platform, preferably Salesforce

  • Consultative – focus on retention and renewal experience with customers

  • Strong written and verbal communication skills

  • Excellent organization and time management skills

  • Ability to learn and apply technical expertise with new and existing platforms

  • A strong skill set to train and implement digital solutions to see impactful results with faculty and students

  • 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

  • Perseverance: Pursues everything with energy and drive, especially in the face of resistance or setbacks

About Wiley:

We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.

Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual’s status in any group or class protected by applicable federal, state or local laws.

When applying, please attach your resume/CV to be considered.



Indianapolis, IN, USA; United States

Job Requisition:


Remote Location:


Time Type:

Full Time


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