Spanish-Speaking Customer Success Manager

Wiley; Michigan; On-site; USD 52,000 - 70,000; Full time

Job summary

Wiley is seeking a Customer Success Specialist to support faculty in implementing digital solutions, assist in course setup and training, and coordinate retention efforts. You will work closely with Digital Learning Executives and Account Managers to ensure successful platform adoption and IA compliance, while promoting new features and maintaining accurate data in SFDC.

The role emphasizes structured processes, strong communication, and a customer-first mindset to drive ongoing platform usage

Qualifications

• Background in customer service, sales support, or technical product support.
• Familiarity with CRM platforms, preferably Salesforce.
• Strong time management and organizational skills.
• Undergraduate degree.
• Basic financial and data analysis skills.
• General awareness of digital learning products and services.
• Ability to follow structured sales and support processes.

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 with 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.

Skills

Customer service

Sales support

Technical product support

Time management

Organizational skills

Communication

Courtesy and professionalism

General product awareness

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Specialist to support faculty in implementing digital solutions, assist in course setup and training, and coordinate retention efforts. You will work closely with Digital Learning Executives and Account Managers to ensure successful platform adoption and IA compliance, while promoting new features and maintaining accurate data in SFDC.

The role emphasizes structured processes, strong communication, and a customer-first mindset to drive ongoing platform usage