Note: The job is a remote job and is open to candidates in USA. Wiley is a company that transforms knowledge into impact, and they are seeking a Customer Success Manager to enhance customer satisfaction and drive business growth. The role involves optimizing customer relationships, executing success programs, and collaborating with cross-functional teams to improve the customer experience.
Responsibilities
- Provide specialized expertise in customer success management and customer relationship optimization
- Execute customer success programs, onboarding initiatives, and customer engagement activities
- Support customer health monitoring, success metrics tracking, and customer journey optimization
- Develop and maintain customer success processes, documentation, and best practices
- Coordinate customer success communications, outreach programs, and relationship-building activities
- Assist with customer feedback collection, analysis, and insights development
- Support customer training programs, educational initiatives, and success enablement activities
- Execute customer success reporting, performance analysis, and customer health assessments
- Coordinate with sales teams and account management for customer success alignment and support
- Provide customer success consultation and support to customers and internal stakeholders
- Support customer success technology platforms, CRM management, and system optimization
- Assist with customer success process improvements, quality assurance, and operational excellence
- Coordinate with cross-functional teams to optimize customer experience and success outcomes
- Provide operational support and consultation to customer success management and leadership
- Other specialized customer success and customer relationship management responsibilities as assigned
Skills
- Bachelor's degree in business, Communications, Marketing, or related field
- 2-3 years of customer success, account management, or customer relationship management experience
- Strong customer relationship management and communication capabilities
- Excellent interpersonal and customer-focused problem-solving skills
- Experience with customer success platforms, CRM systems, and customer engagement tools
- Knowledge of customer success methodologies, customer journey mapping, and success metrics
- Strong attention to detail and ability to manage multiple customer relationships and programs
- Collaborative approach and ability to work effectively with customers and internal teams
- Service-oriented mindset with focus on customer satisfaction and success outcomes
- Understanding of customer lifecycle management, retention strategies, and growth optimization
- Continuous improvement approach and adaptability in evolving customer success environments
- Results-driven with focus on customer satisfaction, retention, and success metrics
Benefits
- Meeting-free Friday afternoons allowing more time for heads down work and professional development
- A robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow
- A comprehensive benefits package
Company Overview
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