Senior Customer Success Specialist

John Wiley & Sons, Inc. Indianapolis , IN 46218

Posted 7 months ago

Job Title: Customer Success Specialist

Location: Indianapolis, IN

The Company:

We are in one of the most dynamic periods in our history as technology; globalism and economic diversity create far-reaching changes in the world. The demand for knowledge and learning has never been greater, and Wiley is at the forefront of meeting that need. As a learning business, we make meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers.

Role Description:

Customer Success Specialists are responsible for maximizing digital implementation, usage and retention of Wiley's digital solutions chiefly WileyPLUS. Working closely with their Field Account Manager, the Customer Success Specialists bring their expertise to provide a range of services to customers including: developing successful course implementation solutions, training, course fulfillment/set up, monitoring course usage, trends and driving WileyPLUS Next Gen conversions.

The Customer Success Specialist will be a key resource in delivering Wiley's commitment to exceptional customer advising, support and retention. They will be called in after a new customer is acquired and work directly with that faculty member on creating and implementing their online course.

Responsibilities:

  • Responsible for assisting faculty in implementing and integrating WileyPLUS at key new adoptions.

  • Consult instructors on implementation of WileyPLUS or other digital product. Ensure training takes place and that they are comfortable with getting started.

  • Track adoptions above 250 units to see gaps in training

  • Conduct check-ins with Account Manager partner to review status of opportunities and existing business

  • Partner with Account Managers to identify core existing customers and participate in effective retention strategies to reduce WileyPLUS churn and ensure a better experience for our installed customers.

  • Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality specific to their user experience

  • Conduct re-training with key customers to ensure all large adoption customers are "power users"

Skills/Capabilities:

  • Undergraduate degree or equivalent work experience

  • 2-4 years of relevant work experience in a similar function

  • Previous customer service, sales support and tech product support exposure

  • Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings

  • User experience and knowledge with a CRM platform, preferably SalesForce

  • Consultative sales support exposure cross-selling, upselling and renewal experience with customers

  • Strong written and verbal communication skills

  • Excellent organization and time management skills

  • This position will have an In-Person Interview Day on Friday September, 6th. For you to obtain this position, you must be able to interview on Friday September, 6th. The interview day will take about 4 hours of your time which will include an assessment. Before that day, you will be given a Shortlister Video Interview to complete if selected. When applying please make sure you are available to be in our Indianapolis office on Friday September, 6th to interview.


People have always been valued at Wiley. We work collaboratively, enjoy what we do and have opportunities to develop throughout our careers. And the rewards are impressive. Which means you can look forward to a robust health and wellness package, competitive salary and incentive program, generous paid time off, staff discounts, an employee assistance program.

Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual's status in any group or class protected by applicable federal, state/provincial or local laws.


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Senior Customer Success Specialist

John Wiley & Sons, Inc.