Customer Success Specialist - Wiley , Remote - Indonesia
deadline of application is on Sep, 08 from https://id.indeed.com/viewjob
Job Responsibility /Description:
- This latest job opening is open to job seekers who have the latest education / graduate. Job Vacancies in this Customer Success Specialist field have been opened and published up to the specified time.
- 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
Job Requirement / Minimum Qualification:
- Please attach your last CV. Only shortlist candidate will be contacted.
- 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
Other Position
Jobs Summary
JOB LEVEL
Experienced,Proficiency,Excellent,
JOB CATEGORY
Customer Relation,Client support,
Jobs Summary
JOB LEVEL
Experienced,Proficiency,Excellent,
JOB CATEGORY
Customer Relation,Client support,
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.
OFFICE ADDRESS