Customer Success Associate analyzing vehicle reimbursement programs for Cardata. Preparing reports, audits, and insights that support customer reviews, renewals, and expansions.
About the role
- Customer Success Manager supporting Wiley’s digital learning implementation, retention, and expansion. Training faculty, analyzing adoption data, and managing customer success across Ontario and Quebec.
Responsibilities
- Support implementation, usage, retention, and expansion of Wiley’s digital solutions
- Assist with course setup, training, and usage monitoring
- Reconfirm and retain current customers while expanding digital usage at installed base accounts
- Assist faculty in implementing and integrating Wiley’s digital solutions
- Consult with instructors on implementation and curriculum design
- Execute individual and departmental training plans
- Collaborate with Digital Learning Executives and Account Managers on opportunities, existing business, expansion opportunities, and retention strategies
- Drive and support pilots across the territory with follow-up, surveys, platform assistance, and questions
- Follow up with customers to ensure a positive experience and promote new features and functionality
- Conduct retraining with key customers to develop power users
- Provide deep integration support on LMS/LTI implementations
- Maintain account and adoption intelligence in Salesforce
- Confirm and update Inclusive Access adoption opportunities and details in Salesforce and CAP
- Maintain bookstore communications and relationships
- Analyze digital usage data through activation reports
- Review vendor reports for Inclusive Access courseware adoptions and follow up on confirmations
Requirements
- Undergraduate degree
- 1-3 years of relevant work experience in a similar function
- Previous customer service, sales support and tech product support exposure
- Ability to lead effective presentations to internal and external customers, in both large groups and one-on-one settings
- User experience knowledge with a CRM platform, preferably Salesforce
- Strong written and verbal communication skills
- Excellent organization and time management skills
- Ability to learn and apply technical expertise with new and existing platforms
- Strong skill set to train and implement digital solutions
- Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions
- Adaptability to navigate complex sales processes with multiple decision makers
- Ability to work in Ontario or Quebec, Canada
Benefits
- Meeting-free Friday afternoons
- Professional development opportunities
- Robust employee programming offering opportunities to foster community, learn, and grow
- Comprehensive benefits package
- Reasonable accommodation for applicants and employees with disabilities
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