Customer Success Specialist

Job Description

Customer Success Specialist

Location:

Remote, IDN

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.

About The Role

The Customer Success Specialist supports the implementation of Wiley enterprise solutions among higher education institutions in Southeast Asia, particularly in Indonesia. He or She serves as an internal advocate and customer liaison. This role focuses on maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to retention and growth opportunities. Working closely with the Senior Manager, the Specialist helps maintain high service standards, supports pre- and post-semester activities, and contributes to customer retention and expansion efforts.

How You Will Make An Impact

Customer Success (55%)

• Serve as the primary point of contact for assigned accounts, building trust and rapport with key stakeholders including faculty, librarians, IT administrators and procurement teams
• Develop customer success plans tailored to each account that includes best practices and customer success metrics for Wiley Digital Solutions
• Provide the onboarding of new customers, involves users training of product/platform, as well as post go live support, technical support
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Respond to customer inquiries and assist with 1st level technical issues and product navigation
• Provide support for all pre-and post-semester activities such as course set-ups, uploading of teaching materials and updating customers of latest editions of titles, as well as generating monthly usage reports for all enterprise accounts
  
  

Account Growth and Retention (35%)

• Identify expansion and upselling opportunities during customer visits within existing accounts through usage analysis and customer feedback
• Responsible for taking concrete plan to manage low usage and win new adoptions/convert adopters of competitors’ titles to Wiley’s
• Gather feedback, requirements and market needs during customer visits, support calls and regular check-in with customers
• Provide customer feedback to product development team/vendor on feature enhancement and user experience
• Provide insights and data (such as product usage, users engagement, unique users, access deny reports) to customers to help them justify their renewal
  
  

Event Coordination and Support (10%)

• Participate in and coordinate engagement events with partner institutions including webinars, conferences and training sessions
• Support partnership initiatives and help coordinate joint programs with institutional partners
  
  

What We Look For

• 1-3 years of experience in customer success, account management or other customer relationship role
• Troubleshooting skills: Ability to identify issues and propose solutions
• Basic web applications including use of common browsers, & other client-side software
• Proficiency with Microsoft Office applications, in particular Microsoft Word, Excel, PowerPoint. Preferably advance level in Excel.
• Gains insight into customer needs Identifies opportunities that benefit the customer
• Must be able to prioritize tasks and adapt to ever changing workload
• Excellent organizational, multi-tasking skills, time management and high level of attention to detail
• Works cooperatively with others across the organization to achieve shared objectives
• Language requirement: English and Bahasa Indonesia
  
  

About Wiley

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.