Customer Success Manager

Job Description

<strong>Job title: </strong>Customer Success Manager<p><br></p><strong>Location:</strong> UAE<p><br></p>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.<p><br></p><strong>About the role:</strong><p><br></p>The Customer Success Manager (CSM) is a key role within the Customer Experience 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.<p><br></p><strong>How you will make an impact: </strong><p><br></p><ul><li>Establish strong relationships with assigned customers, serving as their dedicated point of contact for all questions and concerns.</li><li>Represent best practices regarding Wiley products and services to the customer to ensure maximum value from their investment.</li><li>Represent best practices regarding Wiley products and services to the customer to ensure maximum value from their investment.</li><li>Represent best practices regarding Wiley products and services to the customer to ensure maximum value from their investment</li><li>Consult with clients to jointly establish goals and the metrics used to evaluate progress towards those goals to align expectations for maximum client success</li><li>Monitor health metrics to conduct reviews with clients using established metrics and reporting to ensure they are on track to meet goals and to remedy results that are off track.</li><li>Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities.</li><li>Leverage technology to increase efficiencies and make processes scalable.</li><li>Partner with sales to provide needed support and resources throughout the customer’s lifecycle so they can achieve revenue targets.</li></ul><p><br></p><strong> What we are looking for:</strong><p><br></p><ul><li>Bachelor’s Degree</li><li>5+ years of experience as a CSM or Sales Account Manager. </li><li>Preferred: Experience in research publishing and/or higher education working with libraries; Experience working with consortia.</li><li>Excellent written, verbal and presentation skills.</li><li>Strong organizational skills with attention to details.</li><li>Program/project management experience particularly in managing customer lifecycles.</li><li>Capability to build trust, rapport, and strong client relationships.</li></ul><p><br></p><strong>Why should you join Wiley?</strong><p><br></p><ul><li>The team! You’ll be joining a talented group of professionals who are truly passionate about the work we do.</li><li>We embrace you for you! Wiley is committed to attracting and retaining a talented and diverse workforce and fostering a work environment in which all colleagues are valued and can enjoy professional success.</li><li>Fantastic well-being initiatives such as ‘Happy Fridays’ with the afternoon off during part of the year, flexibility to work from home, fun events, and activities throughout the year to get colleagues together, free access to Headspace and much more!</li></ul><p><br></p><strong>About Wiley:</strong><p><br></p>Enabling Discovery, Powering Education, Shaping Workforces.<p><br></p>We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help, they need to turn their steps into strides.<p><br></p>Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are in Hoboken, New Jersey, with operations across the globe in more than 40 countries.