Customer Success Coordinator

1001 John Wiley & Sons, Inc.; Indiana (PA); Hybrid; USD 40,000 - 53,000; Full time

Benefits offered by this job

Meeting-free Friday afternoons

Professional development opportunities

Competitive compensation and benefits

Job summary

1001 John Wiley & Sons, Inc. is seeking a Customer Success Coordinator to manage end-to-end delivery of ebooks, courseware, and content solutions for academic customers in the region.

You will collaborate with sales, marketing, product, customer success, and technology teams to ensure smooth onboarding and ongoing support.

Qualifications

• Bachelor's degree in business, communications, or a related field.
• 1 year of experience in a customer service, account management, sales support, or client-facing role.
• Basic proficiency in spreadsheets (Excel/Google Sheets).
• Strong problem-solving skills with a customer-service orientation.

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

Problem solving

Attention to detail

Customer service

Time management

Prioritization

Explain technical concepts

Education

Bachelor's degree in business/communications

Tools

Excel/Google Sheets

Salesforce

Job description

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role:

The Customer Success Coordinator manages the end-to-end delivery of ebooks, courseware, and content solutions for academic customers across the region. This role partners with sales, marketing, product, customer success, and technology teams, as well as external stakeholders, to ensure seamless implementation, onboarding, and support. The coordinator communicates timelines, troubleshoots issues, and looks for ways to improve customer satisfaction and product usage.

Job 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.

Required 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.

Preferred Qualifications:

• Prior experience in a SaaS or subscription-based business is a plus.
• Familiarity with CRM platforms (Salesforce preferred).

Salary Range:

39,700.00 USD to 52,966.66 USD #LI-MS1

Equal Opportunity Statement:

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance.

Benefits:

We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.