Customer Success Manager

John Wiley & Sons - Hoboken, NJ

Full-time - Mid Level

Remote - Hoboken, NJ

Wholesale Trade Agents and Brokers

About the position

The Customer Success Manager will play a pivotal role in supporting Wiley's efforts with non-traditional and often for-profit accounts across all courseware offerings, including Alta, WileyPLUS, and zyBooks. This position requires close collaboration with Account Managers and Account Executives to ensure that customers receive the highest level of service and support. The Customer Success Manager will leverage their expertise to provide a comprehensive range of services, which includes developing successful course implementation solutions, conducting training sessions, managing course fulfillment and setup, monitoring course usage and trends, and driving digital conversions and account expansions. Given the unique nature of working with a high volume of smaller-sized accounts, the role demands a strong level of organization, attention to detail, and clear, responsive communication. In this role, the Customer Success Manager will maintain and expand business within existing and new institutions, fostering key relationships with academic decision-makers. Responsibilities will include assisting faculty in implementing and integrating Wiley's digital solutions, consulting with instructors on curriculum design, executing training plans, and providing timely responses to both teammates and accounts. The Customer Success Manager will continuously seek ways to improve learner success with Wiley offerings and collaborate with Account Managers and Executives to review the status of opportunities and existing business. Additionally, the role involves identifying priority customers and participating in effective retention strategies to reduce digital churn, ensuring a superior experience for installed customers. Integration support on various LMS/LTI implementations will also be part of the responsibilities.

Responsibilities

• Maintain and expand business within existing and new institutions, fostering key relationships with academic key decision makers.
• Assist faculty in implementing and integrating Wiley's digital solutions.
• Consult with instructors on implementation and curriculum design.
• Execute individual and departmental training plans.
• Provide timely responses to both teammates and accounts that foster a trusting partnership to support overall team growth.
• Continuously seek ways to help improve and support learner success with Wiley offerings.
• Collaborate with Account Manager/Executive to review the status of opportunities, existing business, and expansion opportunities.
• Help 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.
• Provide integration support on various LMS / LTI implementations.

Requirements

• Bachelor's Degree.
• Industry experience in higher education publishing is preferred.
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings.
• Effective communication, relationship building and follow up skills to facilitate answers for customers from within the broad Wiley organization.
• Highly organized.
• Experience working with complex organizations.
• Relationship management.
• Proficient in Google Suite, MS Office Suite, and Salesforce.
• Ability and willingness to use video conferencing & screen sharing technology.
• Ability to learn and apply technical expertise with new and existing platforms.
• Time and schedule management.
• Able to manage a wide range of customer personalities well.

Nice-to-haves

• Experience in digital education solutions.
• Familiarity with Learning Management Systems (LMS).
• Knowledge of curriculum design principles.

Benefits

• Comprehensive benefits package including health insurance.
• Meeting-free Friday afternoons for professional development.
• Commitment to fair, transparent pay and competitive compensation.
• Opportunities for continual learning and internal mobility.