Customer Success Manager

Job Description:

Customer Success Manager

Location:

Petaling Jaya, MYS

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 Account Manager III is responsible for managing and retaining a portfolio of accounts, driving revenue growth through relationship building, strategic account planning, and consultative sales approaches. This role requires deep understanding of customer needs, data-driven decision making, and the ability to identify cross-selling opportunities across journal and non-journal products.

Role Overview

The Account Manager is responsible for managing and retaining a portfolio of institutional accounts, driving revenue growth through relationship building, strategic account planning, and consultative sales approaches. This role requires deep understanding of customer needs, data-driven decision making, and the ability to identify cross-selling opportunities across journal and non-journal products.

Primary Responsibilities

• Manage a portfolio of 100-200 accounts with responsibility for revenue targets and renewal rates
• Develop and execute strategic account plans, setting goals and revisiting strategies throughout the year
• Analyze customer usage data and performance trends to understand account health and proactively address issues
• Renew and renegotiate agreements, managing paperwork and compliance requirements
• Identify and pursue cross-selling opportunities based on institutional research needs
• Research customer organizations to understand their strategies and tailor solutions to their specific needs
• Build and expand relationships with key stakeholders at client organizations
• Execute data-driven negotiations that deliver successful agreement outcomes
• Maintain accurate records in CRM systems and provide regular forecasting
• Collaborate with cross-functional teams including customer success, sales operations, and editorial
• Represent the company at industry conferences and events

Work Environment

• Remote work with potential for hybrid arrangements depending on location
• Willingness to travel (up to 30%) 
• Global collaboration with internal teams across different regions
• Flexible working hours to accommodate customer needs across time zones

Required Qualifications

• 4-year undergraduate degree
• 5-7+ years of experience hitting targets and managing strategic accounts
• Experience in complex selling situations
• Ability to diagnose institutional subject-level research and teaching needs
• Ability to identify and manage cross-selling opportunities
• Strong email/written communication skills
• Ability to work independently and manage one's own book of business
• Proven success in exceeding financial sales goals using a consultative sales approach

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 tasupport@wiley.com 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.

#LI-YZ1