Customer Success Manager
@ Wiley

Hybrid
$65,000
Hybrid
Full Time
Posted 22 hours ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXXXXX****** @wiley.com
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Job Details

Customer Success Manager

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

The Customer Success Manager is responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with their DLE or Account Manager, you will provide services including course implementation solutions, training, setup, usage monitoring, and driving digital conversions and account expansions. You will also focus on retaining existing business and guaranteeing increased platform retention.

How You Will Make An Impact

  • Retain current customers while expanding digital usage at accounts.
  • Assist faculty with implementing Wiley’s digital solutions.
  • Collaborate with Account Managers on retention and expansion strategies.
  • Drive pilots and support their conversion to full adoptions.
  • Provide integration support and detailed usage analysis.

What We Look For

  • Undergraduate degree and 2-4 years of relevant work experience.
  • Experience in customer service, sales support, and tech product support.
  • Strong presentation, communication, and organizational skills.
  • Proficiency with CRM platforms, preferably Salesforce.
  • Ability to train, implement digital solutions, and navigate complex sales processes.

About Wiley

Wiley is a trusted leader in research and learning with over 200 years of experience. We empower knowledge seekers and break down barriers across the globe. We offer competitive compensation, comprehensive benefits, and promote internal mobility and continual learning.

Key skills/competency

  • Customer Success
  • Digital Implementation
  • Account Expansion
  • Customer Retention
  • CRM (Salesforce)
  • Presentation Skills
  • Training
  • Communication
  • Data Analysis
  • Strategic Collaboration
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How to Get Hired at Wiley

🎯 Tips for Getting Hired

  • Customize your resume: Tailor experiences to customer success.
  • Highlight CRM skills: Emphasize Salesforce and data usage expertise.
  • Research Wiley: Understand their mission and digital strategies.
  • Prepare examples: Show measurable impacts in retention.

📝 Interview Preparation Advice

Technical Preparation

Review CRM systems and Salesforce basics.
Practice digital tools and LMS integrations.
Analyze data reports and usage metrics.
Study technical documentation on digital platforms.

Behavioral Questions

Describe a conflict in customer service.
Explain a time you exceeded expectations.
Share experience handling difficult customers.
Discuss teamwork in fast-paced settings.

Frequently Asked Questions