Location: Remote (US)
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
About the Role:
The Customer Success Manager (CSM) is a key role within the Sales organization responsible for providing direct impact on revenue retention by owning the post-sales customer experience, driving adoption and value realization for our subscription and open access research customers. Ultimately, the CSM represents the customers’ interests in realizing value from Wiley’s digital research solutions. The CSM will focus on key accounts for which they will be responsible for leveraging data around customer health to effectively collaborate with cross-functional teams to drive customer outcomes, client satisfaction and overall revenue growth. The CSM will also partner closely with Sales to help them achieve their revenue targets and identify future growth opportunities. Strong relationship-building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role. This is a great opportunity for someone who understands open access research policies, and has ideally leveraged CSM tools, like Sales Force and Gainsight.
How you will make an impact:
- Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges.
- Partner with cross functional teams to ensure the customer receives maximum value from their investment.
- Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals.
- Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates.
- Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track.
- Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities.
- Leverage technology and data to increase efficiencies and make processes scalable.
What we look for:
- Bachelor’s degree or equivalent experience
- 3+ years’ expereince in a Customer Success Manager (CSM) role or Account/Relationship Management
- Experience working directly with customers to establish & deliver on KPIs, and effective reporting of such
- Customer lifecycle management skills, including mitigation of risks
- Excellent written, verbal and presentation skills
- Program/project management experience, particularly regarding customer journeys & ability to manage scope creep
- Capability to build trust, rapport and strong client relationships
- Ability to multi-task and communicate effectively in a fast-paced environment
- Passionate about being a customer advocate with a sense of urgency and energy
- CRM experience (Salesforce.com)
- CSM platform experience with Gainsight (preferred)
- Strong analytical skills (reporting, excel, data analysis)
- Ability to manage multiple projects, accounts, contacts and prioritize appropriately
- Ability to build productive and collaborative relationships with colleagues
- Ability to Travel-up to 25%
About Wiley:
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
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 tasupport@wiley.com for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
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 either in the UK, Canada or USA. 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. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
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