Academic Success & Onboarding Specialist

Wiley; United States; Remote; USD 40,000 - 53,000; Full time

Benefits offered by this job

Meeting-free Fridays

Competitive compensation

Comprehensive benefits

Job summary

Wiley in the United States 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 smooth onboarding and ongoing support.

The role focuses on communicating timelines, troubleshooting issues, and driving user adoption while maintaining thorough implementation documentation and pursuing continuous improvement.

Qualifications

• Bachelor’s degree in business, communications, or related field required.
• Minimum 1 year in customer service, account management, or client-facing role.
• Experience explaining technical concepts to non-technical audiences.
• Proficient with spreadsheets and basic CRM usage.

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 resolution.
• 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

Customer service experience

Problem-solving

Time management

Technical communication

Prioritization

Education

Bachelor's degree in business, communications, or a related field

Tools

Excel/Google Sheets

Salesforce

Job description

Wiley in the United States 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 smooth onboarding and ongoing support.

The role focuses on communicating timelines, troubleshooting issues, and driving user adoption while maintaining thorough implementation documentation and pursuing continuous improvement.