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Customer Success Manager
WileyCustomer Success Specialist supporting faculty with Wiley's digital solutions for effective course integration. Monitoring trends, assisting in training, and ensuring customer satisfaction to drive platform retention.
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Support faculty in implementing and integrating Wiley’s digital solutions into their courses.
- Assist in course setup, training delivery, and fulfillment activities.
- Monitor course usage and trends to identify opportunities for retention and expansion.
- Collaborate with DLE/AM to review account status and support retention strategies.
- Participate in pilot programs by providing follow-up, platform support, and survey coordination.
- Conduct re-training sessions with key customers to ensure effective platform use.
- Provide basic integration support for LMS/LTI implementations.
- Maintain accurate account and adoption data in Salesforce (SFDC).
- Review vendor reports and follow up with bookstores or instructors to confirm IA adoption details.
- Promote new features and functionality to enhance customer experience.
- Communicate clearly with customers to ensure understanding of product/service value.
Requirements
What you’ll need- Undergraduate degree
- 1–3 years of relevant experience in customer service, sales support, or technical product support
- 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
Benefits
Comp & perks- meeting-free Friday afternoons allowing more time for heads down work and professional development
- a wide range of opportunities to foster community, learn, and grow
- commitments to fair, transparent pay and competitive compensation
- comprehensive benefits package
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LMSLTISalesforce
Soft Skills
customer servicesales supporttechnical product supportpresentation skillslistening skillsexecution skills
Certifications
Undergraduate degree