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About the role: The Customer Success Manager (CSM) is a key role within the Sales 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.
How you will make an impact:
- Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges.
- Partner with cross functional teams to ensure the customer receives maximum value from their investment.
- Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals.
- Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates.
- Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track.
- Identify CSQL's during customer check-ins to support revenue growth and upsell opportunities.
- Leverage technology and data to increase efficiencies and make processes scalable.
What we look for:
- 3+ years' experience in a Customer Success Manager (CSM) role or Account/Relationship Management.
- Experience in publishing or academia/education technology services would be ideal
- Experience working directly with customers to establish & deliver on KPIs
- Customer lifecycle management skills, including mitigation of risks
- Excellent written, verbal and presentation skills
- Program/project management experience, particularly regarding customer journeys & ability to manage scope creep
- CRM experience (Salesforce.com)
- CSM platform experience with Gainsight is preferred
- Strong analytical skills (reporting, excel, data analysis)
- Language Requirements: English. Chinese, Korean or both will be advantageous
- Ability to travel – up to 25%