Digital Learning Customer Success & Adoption Specialist

Wiley; Michigan; On-site; USD 52,000 - 78,000; Full time

Job summary

Wiley is hiring a Customer Success Specialist to help implement Wiley's digital solutions in courses, support training, and monitor usage. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, adoption, and retention, including IA updates and platform enhancements.

The role requires an undergraduate degree and 1–3 years in customer service or sales support, with familiarity in Salesforce or CRM platforms.

Qualifications

• Undergraduate degree.
• 1–3 years in customer service, sales support, or technical product support.
• Experience supporting digital platforms and training users.

Responsibilities

• Support faculty in implementing and integrating Wiley's digital solutions into courses.
• Assist in course setup, training delivery, and fulfillment activities.
• Collaborate with DLE/AM to review account status and support retention strategies.
• Participate in pilot programs by providing follow-up, platform support, and survey coordination.
• Conduct re-training sessions with key customers to ensure effective platform use.
• Provide basic integration support for LMS/LTI implementations.
• Maintain accurate account and adoption data in Salesforce, including IA updates.
• Review vendor reports and follow up with bookstores or instructors to confirm IA adoption details.
• Promote new features and functionality to enhance customer experience.
• Communicate clearly with customers to ensure understanding of product/service value.
• General awareness of digital learning products and services
• Basic financial and data analysis skills
• Ability to follow structured sales and support processes
• Familiarity with CRM platforms (preferably Salesforce)
• Time management and organizational skills
• Courtesy and professionalism in customer interactions

Skills

Customer success

CRM usage

Sales support processes

Time management

Communication

Data analysis basics

Training support

LMS/LTI knowledge

Account retention strategies

Problem solving

Education

Undergraduate degree

Tools

Salesforce

CRM platforms

Job description

Wiley is hiring a Customer Success Specialist to help implement Wiley's digital solutions in courses, support training, and monitor usage. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, adoption, and retention, including IA updates and platform enhancements.

The role requires an undergraduate degree and 1–3 years in customer service or sales support, with familiarity in Salesforce or CRM platforms.