Education Success Partner — Digital Learning Solutions

8001 JWAS Australia Ltd.; Queensland; Hybride; AUD 80 000 - 110 000; Plein temps

Résumé du poste

Wiley is seeking a Customer Success Specialist in Australia to drive successful implementation and ongoing value of Jacaranda’s digital solutions for schools. You will train staff, monitor usage, and maintain strong school relationships while meeting retention targets.

The role involves onsite and virtual support, collaboration with sales and product teams, and travel to schools during peak periods. Working with children check and a valid driver’s license are required.

Qualifications

• Experience in a Sales, Customer Success, or similar customer-facing role with a customer-service orientation.
• 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.

Responsabilités

• Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences.
• Conduct face-to-face and virtual training and check-ins to set schools up for success.
• Track engagement and usage across adoptions to identify gaps, red flags, and opportunities for retention or expansion.
• Own a territory-level retention target by formulating and executing retention strategies, proactively health-checking key contacts, and promoting new features relevant to each school's needs.
• Work with school IT teams prior to adoption to test integrations, then manage post-adoption setup, account creation/fulfilment, and access provisioning.
• Act as the go-to expert on Jacaranda's digital solutions, platforms they integrate with, and intermediary platforms (e.g. ReadCloud, Campion, Box of Books).
• Provide access and technical support for schools, logging and escalating issues clearly to the development team, and spotting trends that point to larger technical problems.
• Maintain accurate account and engagement records in Salesforce, and feed customer intelligence back to product, publishing and marketing teams.
• During Terms2–4, work directly with school leaders to confirm re-adoption, including SLAs and Purchase Orders.
• Collaborate closely with Sales, marketing, technology, and publishing teams to ensure schools receive consistent, high-quality support.

Connaissances

Digital learning products

Strong communication

Structured processes

CRM experience

Time management

Adaptability

Professional demeanor

Problem solving

Outils

Salesforce

Description du poste

Wiley is seeking a Customer Success Specialist in Australia to drive successful implementation and ongoing value of Jacaranda’s digital solutions for schools. You will train staff, monitor usage, and maintain strong school relationships while meeting retention targets.

The role involves onsite and virtual support, collaboration with sales and product teams, and travel to schools during peak periods. Working with children check and a valid driver’s license are required.