Senior Customer Success Manager for AI, Rights & Licensing Solutions at Wiley. Building customer relationships and driving product adoption for early adopters in research and corporate markets.
About the role
- Client Success Manager contributing to new client onboarding and ongoing support. Ensuring successful retention and expansion of existing customer relationships through effective solutions.
Responsibilities
- Develop deep expertise in our technology and provide hands-on technical support throughout clients’ journey
- Create magical moments for clients by assisting them with achieving their goals
- Configure client accounts, develop and execute product training, troubleshoot technical challenges
- Build meaningful client relationships to understand challenges and solution configurations
- Partner with Customer Success Managers on day-to-day support needs
- Work with internal teams to troubleshoot and resolve issues
- Submit product requests to internal product and engineering teams based on clients’ feedback.
Requirements
- 3+ years of client-facing experience in customer service, sales, recruiting, or similar roles
- Prior experience in a SAAS organization
- Demonstrated strength in customer satisfaction management
- Excellent technology skills with proven ability to quickly learn product knowledge
- Excellent written and verbal communication skills
- Demonstrated ability to handle multiple priorities/projects/accounts/customer interactions at once
- Excellent critical thinking with an innate desire to help, understand, and find solutions
- A track record of excellence and distinction, such as leadership roles, awards/scholarships, or other personal or professional accomplishments.
Benefits
- Workday Bonus Plan or role-specific commission/bonus
- Annual refresh stock grants
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