客户成功协调员
Customer Success Coordinator
我们相信大胆的想法、多元的视角，以及将知识转化为影响的动力。在这里，你的求知欲推动进步，你的声音塑造创新，你的抱负帮助重新定义科学和学习中的可能。我们是一个专注于影响、挑战和推动未来发展的文化，为我们的客户、同事和整个社会创造无限可能。
职位简介：
客户成功协调员负责管理区域内学术客户的电子书、课程资料和内容解决方案的全流程交付。该职位与销售、市场、产品、客户成功和技术团队以及外部利益相关者合作，确保无缝实施、入职和后续支持。协调员负责沟通时间表，解决技术问题，并寻找提升客户满意度和产品使用率的方法。
工作职责：
- 协调高等学历教育客户电子书、课程资料和内容解决方案的全流程交付。
- 与内部团队和外部利益相关者合作，支持实施、入职和配置。
- 在实施和发布后解决技术问题，与相关团队协调并推动问题解决。
- 支持客户培训，向教师和管理员传达平台功能和最佳实践。
- 维护实施流程和常见故障排除步骤的文档。
- 识别并推荐能增强客户满意度和使用率的流程改进方案。
任职要求：
- 商业、传播或相关领域的学士学位。
- 至少1年在客户服务、客户管理、销售支持或面向客户的岗位的工作经验。
- 熟悉电子表格（Excel/Google Sheets）。
- 具备良好的解决问题能力，注重细节，具有客户服务意识。
- 能够向非技术人员解释技术概念。
- 具备良好的时间管理和优先级排序能力；能够维护一个优先处理最高紧急程度会议和回复的日历和邮箱。
- 能在较少监督的情况下完成工作，并可作为对经验较少的同事的非正式资源。
优先考虑：
- 具有SaaS或基于订阅业务的经验者优先。
- 熟悉CRM平台（Salesforce优先）。
查看英文原文
We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.
About the Role:
The Customer Success Coordinator manages the end-to-end delivery of ebooks, courseware, and content solutions for academic customers across the region. This role partners with sales, marketing, product, customer success, and technology teams, as well as external stakeholders, to ensure seamless implementation, onboarding, and support. The coordinator communicates timelines, troubleshoots issues, and looks for ways to improve customer satisfaction and product usage.
Job Responsibilities:
- Coordinate end-to-end delivery of ebooks, courseware, and content solutions for higher ed accounts.
- Partner with internal teams and external stakeholders to support implementation, onboarding, and configuration.
- Troubleshoot technical issues during implementation and post-launch, escalating and coordinating resolution with the right teams.
- Support client training and communicate platform functionality and best practices to instructors and administrators.
- Maintain documentation for implementation processes and common troubleshooting steps.
- Identify and recommend process improvements that strengthen customer satisfaction and usage.
Required Qualifications:
- Bachelor's degree in business, communications, or a related field.
- Minimum 1 year of experience in a customer service, account management, sales support, or a client-facing role.
- Basic proficiency in spreadsheets (Excel/Google Sheets).
- Strong problem-solving skills with attention to detail and a customer-service orientation.
- Comfortable explaining technical concepts to non-technical audiences.
- Strong time management and prioritization skills; ability to maintain a calendar and inbox that prioritizes meetings and responses with the highest urgency.
- Completes work with a limited degree of supervision and can act as an informal resource for less experienced associates.
Preferred Qualifications:
- Prior experience in a SaaS or subscription-based business is a plus.
- Familiarity with CRM platforms (Salesforce preferred).
We power infinite possibilities.
For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.
We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.
Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.
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 for assistance.
We are proud that our workplace promotes continual learning and internal mobility. 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. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. 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.
Salary Range:
39,700.00 USD to 52,966.66 USDOriginally posted on Himalayas