Director of Customer Success
Director of Customer Success
Hoboken, NJ or Oxford, UK
Wiley has been revolutionizing the way we share the knowledge of research for years and we want to bring this experience to life for our customers, including libraries, societies, authors, corporations and researchers through meaningful and engaging live, digital, and thought-provoking exciting experiences.
We are currently looking for a dynamic, results-focused Director of Customer Success to join the Research Marketing team within Wiley. The ideal candidate will be an experienced leader with a proven ability to build and motivate a strong, dedicated, and customer focused Client Success Management team, focused on results related to driving renewal and retention.
What You’ll Do:
The Director of Customer Success Management is a key role within the Customer Success organization providing direct revenue impact leading a core group of Customer Success Managers. The Director of Customer Success will report into the Senior Director of Customer Success and will become their trusted advisor to help build, optimize, and scale the Customer Success Management program for Wiley Research. The main objectives of the Director of Customer Success will be to lead a global team of existing Customer Success Managers (CSMs), recruit, hire and onboard new CSMs to triple the team size in the coming year, and drive accountability for satisfaction, retention and renewal metrics by the team. A critical aspect of the role would be to collaborate cross-functionally to drive alignment with customer objectives, with emphasis on establishing a strong partnership with sales to ensure renewal and expansion of Wiley’s existing customer base. This role will own responsibility for the customer experience throughout all aspects of the customer lifecycle to create processes and workflows for the CSMs to proactively drive adoption and engagement while ensuring high customer satisfaction.
What You’ll Need:
•Experience of Customer Success Management/Leadership working with education and enterprise customers
•Program/project management experience, particularly regarding customer journeys
•Proven ability to build trust, rapport and strong client relationships
•Ability to multi-task and communicate effectively in a fast-paced environment
•Passionate about being a customer advocate with a sense of urgency and energy
•CRM experience (Salesforce.com) & CSM platform experience
•Intellectual curiosity about our customers, our industry, and Customer Success in general
•Eagerness to contribute as a thought leader to buildout of new organization
•Ability to manage multiple projects, accounts, contacts and prioritize appropriately
•Ability to travel up to 50%, globally
Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual’s status in any group or class protected by applicable federal, state or local laws.