Customer Success Manager: Digital Adoption & Growth

John Wiley & Sons Inc.; Ohio; On-site; USD 44,000 - 63,000; Full time

Job summary

John Wiley & Sons Inc. in the United States seeks a Customer Success Manager to maximize digital implementation, usage, retention, and expansion of Wiley's digital solutions.

You will collaborate with field sales or account managers to deliver training, course fulfillment, and adoption strategies. You will reconfirm existing business with faculty, drive pilots to adoption, and provide deep LMS/LTI integration support, while analyzing usage data and maintaining IA adoption updates in SFDC.

Qualifications

• Undergraduate degree required.
• 2-4 years of relevant work experience in a similar function.
• Experience in customer service, sales support and/or tech product support.
• Ability to lead effective presentations to internal and external customers.
• Strong written and verbal communication skills.
• Strong relationship-building skills.
• Excellent organization and time management.
• Ability to learn and apply technical expertise with new and existing platforms.
• Skill set to train and implement digital solutions.
• Self-starter with time-management and ROI focus.
• Adaptable to navigate complex sales processes.

Responsibilities

• Reconfirm and retain current customers while expanding digital usage at installed base accounts.
• Assist faculty in implementing and integrating Wiley's digital solutions.
• Consult with instructors on implementation and curriculum design; execute training plans.
• Collaborate with field sales/AM to review opportunities and expansion potential.
• Drive pilots across the territory with follow-up and platform assistance; convert to adoption.
• Collaborate with field sales/AM on adoption strategies to expand digital penetration.
• Proactively follow up with customers to promote new features and positive experiences.
• Conduct retraining with key customers to empower power users.
• Provide deep LMS/LTI integration support.
• Maintain SFDC adoption intelligence; update IA opportunities and enrollment data.

Skills

Communication skills

Presentation skills

Relationship building

Organization and time management

Technical proficiency with platforms

Train and implement digital solutions

Self-starter mindset

Adaptability in complex sales

Customer service exposure

Sales support exposure

Tech product support exposure

Education

Undergraduate degree

Tools

Salesforce CRM

Job description

John Wiley & Sons Inc. in the United States seeks a Customer Success Manager to maximize digital implementation, usage, retention, and expansion of Wiley's digital solutions.

You will collaborate with field sales or account managers to deliver training, course fulfillment, and adoption strategies. You will reconfirm existing business with faculty, drive pilots to adoption, and provide deep LMS/LTI integration support, while analyzing usage data and maintaining IA adoption updates in SFDC.