Customer Success Manager

Job Description:

Customer Success Manager

Location:

Cary, NC, USA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.  

  

About the Role: 

Customer Success Managers are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions.  Working closely with their DLE or Account Manager, the Customer Success Managers bring 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. They will work with their DLE or AM partner to expand their digital footprint.  

  

  Job 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 DLE/Account Manager to review the status of opportunities, existing business, and expansion opportunities. Partner with DLE/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 DLE/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 r