Customer Success Manager

📋 Description

• • Support faculty in implementing and integrating Wiley’s digital learning solutions into their courses through structured onboarding and training processes.
• • Assist with course setup, training delivery, and fulfillment activities to ensure seamless adoption of Wiley’s digital platforms.
• • Monitor course usage data and usage trends to identify risks to retention and opportunities for expansion of digital product adoption.
• • Collaborate closely with Digital Learning Executives (DLEs) and Account Managers (AMs) to review account health and execute retention and growth strategies.
• • Participate in pilot programs by coordinating follow-up activities, providing platform support, and managing survey distribution to gather customer feedback.
• • Conduct re-training sessions with key customers to reinforce effective use of Wiley’s digital tools and maximize platform engagement.
• • Provide basic integration support for LMS/LTI connections between Wiley platforms and institutional learning management systems.
• • Maintain accurate and up-to-date account and adoption data in Salesforce (SFDC), including critical updates for Inclusive Access (IA) programs.
• • Review vendor reports and proactively follow up with bookstores and instructors to verify and reconcile Inclusive Access adoption details.
• • Promote new product features and functionality to enhance customer experience and drive increased utilization of Wiley’s digital offerings.
• • Communicate clearly and professionally with faculty and institutional stakeholders to ensure understanding of product value, support offerings, and next steps.
• • Adhere to established sales and customer success processes to ensure consistency, compliance, and scalability across customer interactions.
• • Demonstrate strong organizational skills to manage multiple accounts, deadlines, and support requests in a fast-paced, evolving environment.
• • Apply basic financial and data analysis skills to interpret adoption metrics and contribute to data-driven customer success decisions.
• • Uphold a high standard of courtesy and professionalism in all customer-facing communications and interactions.