Key skills
Customer Success ManagementSalesforce.comGainsightAnalytical SkillsProject ManagementBilingual (Spanish)Relationship BuildingCommunication SkillsTeam PlayerSalesforceCRMPresentation SkillsCustomer SuccessSales
About this role
Wiley is a company that transforms knowledge into impact, focusing on science and learning. The Customer Success Manager will be responsible for enhancing customer satisfaction and driving revenue retention by managing the post-sales experience and collaborating with cross-functional teams to ensure clients realize value from Wiley's research solutions.
Responsibilities:
- 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
Requirements:
- 3+ years' experience as a Customer Success or Sales Account Manager. Preferably in research, publishing and/or higher education
- Excellent written, verbal and presentation skills with attention to detail
- Strong organizational skills with project management experience, particularly in managing customer lifecycles
- Capability to build trust, rapport, and strong client relationships. Passionate about being a customer advocate
- Strong analytical skills with problem-solving and can-do attitude
- Team player with the capacity to multi-task with minimal supervision to meet deadlines
- CRM experience (Salesforce.com) + CSM platform experience (Gainsight)
- Ability to travel – up to 25%
- Preferred Bilingual (Spanish)
- Located in Eastern Time zone