Customer Success Manager

Wiley Global Technology • Cary, NC

12d

About The Position

The Customer Success Manager (CSM) is a key role within the Sales organization responsible for providing direct impact on revenue retention by owning the post-sales customer experience, driving adoption and value realization for our subscription and open access research customers. Ultimately, the CSM represents the customers’ interests in realizing value from Wiley’s digital research solutions. The CSM will focus on key accounts for which they will be responsible for leveraging data around customer health to effectively collaborate with cross-functional teams to drive customer outcomes, client satisfaction and overall revenue growth. The CSM will also partner closely with Sales to help them achieve their revenue targets and identify future growth opportunities. Strong relationship-building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role. This is a great opportunity for someone who understands open access research policies, and has ideally leveraged CSM tools, like Sales Force and Gainsight.

Requirements

• 3+ years’ experience as a Customer Success or Sales Account Manager.
• Excellent written, verbal and presentation skills with attention to detail.
• Located in Eastern Time zone
• Strong organizational skills with project management experience, particularly in managing customer lifecycles.
• Capability to build trust, rapport, and strong client relationships.
• Passionate about being a customer advocate.
• Strong analytical skills with problem-solving and can-do attitude.
• Team player with the capacity to multi-task with minimal supervision to meet deadlines.
• CRM experience (Salesforce.com) + CSM platform experience (Gainsight)
• Ability to travel – up to 25%

Nice To Haves

• Preferably in research, publishing and/or higher education.
• Preferred Bilingual (Spanish)

Responsibilities

• Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges.
• Partner with cross functional teams to ensure the customer receives maximum value from their investment.
• Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals.
• Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates.
• Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track.
• Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities.
• Leverage technology and data to increase efficiencies and make processes scalable.

Benefits

• We are proud that our workplace promotes continual learning and internal mobility.
• Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees.
• We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.
• We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed