Associate Director Customer Success

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It’s in our differences that we empower the way the world learns.

We are looking for an Associate Director of Customer Success to inspire and lead our Customer and Partner Success Teams, as we progress in our mission to help our customers succeed by creating career focused products and services. With a customer centric approach, we aim to deliver the most effective experience that matches the product proposition and focuses on customer value and revenue retention.

In this role you will lead two existing teams:

• Customer Success team managing our customers who license our technology platform.
• Partner Success team working with our partners to operate their career centers.

You will also actively collaborate with the teams tasked with developing the programs and tools we deliver. You will focus on scaling our customer success expertise and driving customer engagement, adoption, and retention by increasing the value we provide every customer.

This high-impact role combines equal parts people leadership, customer leadership, and strategy. The ideal candidate has a proven record of success in creating outcome based strategic approaches, building out impactful programs and leading high-performing customer success teams in a B2B technology and service solutions business.

How you will make an impact:

• Lead two teams of customer-facing professionals: coach, develop, motivate, and empower the teams to successfully achieve our customer’s goals while also striving to reach our retention and revenue growth targets.

• Lead by example managing key flagship customers in North America.

• In partnership with teams across the business, develop customer engagement programs and supporting content throughout all phases of the customer lifecycle to maximize the value and enhance the customer’s experience.

• Partner with the Program and Delivery teams to ensure that the Customer Success team strategically engage throughout onboarding and delivery, in an efficient and structured fashion setting the customer up for success from the launch of their solution.

• Leverage data (internal and external market insights) to understand and drive our business, optimize processes, and develop best practices aimed at improving both the customer experience and the team’s effectiveness. Utilize these data sources to develop and optimize team and management dashboards to assess the health of all customers and to flag potential areas of risk or opportunities for growth and ensure plans are in place to act on these data points.

• Oversee all strategic and tactical customer interaction within the teams and set the strategic direction for improvements needed within the team and processes to increase effectiveness. This includes performance assessments and customer reviews, contextual training on reporting tools, and best practice advice on sales, marketing and content activities.

• Partner with management to review and develop recommendations for product pricing and renewal strategy to maximize the revenue potential of the business.

• Develop relationships with senior stakeholders of our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes.

• Maximize your and your team’s knowledge of the Madgex products and solutions and the recruitment market we operate in. Serve as the voice of the customer to influence our product and program solutions strategy and roadmap.

• As a member of the Senior Management Team, you will work closely with cross-functional partners like Business Development, Sales, Customer Service and Support, Marketing, Product, Program, Project Management, Design and Technology

We are looking for people who:

• Have experience as people leader, senior sales/account management, customer success leadership, SaaS and or technology focused industries.

• Have knowledge of marketing, audience development, engagement and sales strategies.

• Are decisive, action oriented, approachable, interpersonally savvy, care about direct reports, and can deal with ambiguity, demonstrate business acumen, composure, customer focus, delegation, motivate others and drive for results.

• Experience with technology & tools such as: Content Management Systems, Salesforce, Microsoft Office, Google Analytics.

• Are highly organized, analytical and creative with strong communication, presentation and documentation skills.

• Have a Degree or related experience.

About Wiley:

We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.

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.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The target base pay range for this position is $109,000 to $156,300. This range represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting. 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.

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

#LI-PJ1 #LI-Remote