Customer Success Manager

Wiley Global Technology•Hoboken, NJ

About The Position

As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with field sales or account managers, the Customer Success Manager brings their expertise to provide a range of services to customers, including developing successful course implementation solutions, training, course fulfillment/setup, monitoring course usage, and trends, and driving digital conversions and account expansions. The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention. 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 and will work with their field sales or account manager partners to expand their digital footprint.

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.
Able to lead effective presentations to internal and external customers, in both 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 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.

Nice To Haves

Previous customer success or inside sales experience.
User experience knowledge with a CRM platform, preferably Salesforce.

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 field sales/account manager to review the status of opportunities, existing business, and expansion opportunities; Partner with field sales/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 field sales/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.