Digital Adoption & Success Specialist

Wiley; United States; On-site; USD 55,000 - 82,000; Full time

Job summary

Wiley is seeking a Customer Success Manager to maximize the adoption and retention of our digital solutions across assigned accounts. You will work closely with the DLE or Account Manager to deliver training, course fulfillment, and adoption strategies that expand the digital footprint with faculty.

Ideal candidates bring CRM/Salesforce experience, strong communication, and the ability to train instructors on implementation and curriculum design.

Qualifications

• Undergraduate degree required.
• 2-4 years of relevant work experience in a similar function.
• Experience in customer service, sales support and tech product support.
• Ability to lead effective presentations to internal and external customers, in large groups and one-on-one.
• User experience knowledge with a CRM platform, preferably Salesforce.
• Strong written and verbal communication skills.
• Excellent organization and time management skills.
• Ability to learn and apply technical expertise with new and existing platforms.
• Strong skill set to train and implement digital solutions.
• Self-starter with the ability to maximize time and generate high ROI by listening and executing digital solutions.
• Adaptable to navigate complex sales processes with multiple decision makers.

Responsibilities

• Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts.
• Assisting faculty in implementing and integrating Wiley’s digital solutions.
• Consult with instructors on implementation and curriculum design and execute individual and departmental training plans.
• Collaborate with DLE/Account Manager to review opportunities, existing business, and expansion opportunities; identify priority customers and retention strategies.
• Drive and support pilots across the territory with follow-up, surveys, and platform assistance; help convert pilot to adoption.
• Collaborate weekly or biweekly with DLE/AM on adoption strategies to expand digital penetration.
• Proactively follow up with customers to ensure positive experience and promote new features.
• Conduct re-training with key customers to ensure large adopters are power users.
• Provide deep integration support on LMS / LTI implementations.
• Provide regular account and adoption intelligence in SFDC and manage IA readoption opportunities; maintain bookstore communication for IA details.

Skills

CRM experience

Salesforce experience

Communication skills

Organizational skills

Time management

Presentation skills

Adaptability

Self-starter

Digital solutions knowledge

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Manager to maximize the adoption and retention of our digital solutions across assigned accounts. You will work closely with the DLE or Account Manager to deliver training, course fulfillment, and adoption strategies that expand the digital footprint with faculty.

Ideal candidates bring CRM/Salesforce experience, strong communication, and the ability to train instructors on implementation and curriculum design.