Enterprise Customer Success Manager
Posted 22 days ago
You'll complete your application on Wiley's career site.
About the Role
This position focuses on overseeing client relationships throughout Asia. You will be responsible for ensuring high levels of client contentment, promoting growth, and maintaining long-term partnerships. Your work will involve helping clients derive maximum value from services to secure renewals and identify expansion opportunities. You will track account engagement, offer customized support during onboarding, and work with internal teams across product, marketing, and sales to improve the overall client experience.
Requirements
- You should have an established history in account management or customer success, with demonstrable experience in relationship building and post-purchase support.
- You must be capable of managing a large portfolio of clients across multiple regions simultaneously.
- You need excellent communication abilities and proficiency in stakeholder management.
- You must be skilled at interpreting data to monitor account health and predict renewal outcomes.
- You should possess strong problem-solving capabilities and a commitment to a client-focused approach.
- Prior experience in subscription-based services, software-as-a-service (SaaS), or the education sector is a plus, as is expertise in reporting and onboarding workflows.
Responsibilities
- You will manage the end-to-end onboarding of new clients and design success roadmaps tailored to their specific goals.
- You will analyze key performance indicators regarding usage and satisfaction to evaluate renewal risks.
- You will establish deep connections with key decision-makers and academic leaders to overcome obstacles to product implementation.
- You will partner with the sales department to execute renewals, secure upsells, and cultivate account expansion.
- You will provide feedback from client interactions to inform regional strategy and service improvements, with the goal of boosting retention and satisfaction.
Benefits & Perks
- You will have access to a competitive salary structure.
- You will enjoy Friday afternoons without meetings to support focused work.
- You will have access to professional development programs.
- You will be supported by a comprehensive benefits package and a culture that encourages personal growth.
- The organization provides reasonable accommodations for employees and applicants with disabilities.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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