Academic SaaS Customer Success Coordinator

John Wiley & Sons Inc.; Indiana (PA); On-site; USD 40,000 - 53,000; Full time

Benefits offered by this job

Meeting-free Friday afternoons

Professional development opportunities

Job summary

Wiley is seeking a Customer Success Coordinator to manage end-to-end delivery of ebooks, courseware, and content solutions for academic customers. You will collaborate with sales, marketing, product, customer success, and technology teams to ensure seamless onboarding and ongoing support.

The role requires strong communication, problem-solving, and organizational skills, with a focus on driving customer satisfaction and product usage across higher education accounts.

Qualifications

• Bachelor's degree in business, communications, or a related field.
• Minimum 1 year of experience in a customer service, account management, sales support, or a client-facing role.
• Basic proficiency in spreadsheets (Excel/Google Sheets).
• Strong problem-solving skills with attention to detail and a customer-service orientation.
• Comfortable explaining technical concepts to non-technical audiences.
• Strong time management and prioritization skills; ability to maintain a calendar and inbox that prioritizes meetings and responses with the highest urgency.
• Completes work with a limited degree of supervision and can act as an informal resource for less experienced associates.

Responsibilities

• Coordinate end-to-end delivery of ebooks, courseware, and content solutions for higher ed accounts.
• Partner with internal teams and external stakeholders to support implementation, onboarding, and configuration.
• Troubleshoot technical issues during implementation and post-launch, escalating and coordinating resolution with the right teams.
• Support client training and communicate platform functionality and best practices to instructors and administrators.
• Maintain documentation for implementation processes and common troubleshooting steps.
• Identify and recommend process improvements that strengthen customer satisfaction and usage.

Skills

Spreadsheets

Problem-solving

Time management

Communication

Technical explanation

Customer-service orientation

Education

Bachelor's degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Coordinator to manage end-to-end delivery of ebooks, courseware, and content solutions for academic customers. You will collaborate with sales, marketing, product, customer success, and technology teams to ensure seamless onboarding and ongoing support.

The role requires strong communication, problem-solving, and organizational skills, with a focus on driving customer satisfaction and product usage across higher education accounts.