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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in supporting digital learning solutions and customer success strategies, with strong skills in training delivery, data analysis, and effective communication. Proficient in utilizing CRM platforms like Salesforce to manage account data and enhance customer experience.
Highest-signal resume keywords
Customer Service ExperienceDigital Platform SupportSalesforce ProficiencyTraining Delivery SkillsData Analysis Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital Learning ProductsLMS/LTI Integration SupportAccount ManagementData AnalysisCustomer Retention Strategies
Soft Skills
Effective CommunicationTime ManagementOrganizational SkillsAdaptabilityListening Skills
Tools & Technologies
SalesforceDigital SolutionsCRM Platforms
Industry Keywords
Customer SuccessRetention StrategiesTraining UsersCourse SetupInclusive Access
About the role
Key responsibilities & impact- Support faculty in implementing and integrating Wiley’s digital solutions into their courses
- Assist in course setup, training delivery, and fulfillment activities
- Monitor course usage and trends to identify opportunities for retention and expansion
- Collaborate with Digital Learning Executives or Account Managers to review account status and support retention strategies
- Participate in pilot programs through follow-up, platform support, and survey coordination
- Conduct retraining sessions with key customers
- Provide basic integration support for LMS/LTI implementations
- Maintain accurate account and adoption data in Salesforce, including Inclusive Access updates
- Review vendor reports and follow up with bookstores or instructors to confirm Inclusive Access adoption details
- Promote new features and functionality to enhance customer experience
- Communicate clearly with customers to ensure understanding of product and service value
Requirements
What you’ll need- Undergraduate degree
- 1–3 years of relevant experience in customer service, sales support, or technical product support
- Ability to present effectively in group and one-on-one settings
- Experience supporting digital platforms and training users
- Self-starter with strong listening and execution skills
- Basic understanding of customer success and retention strategies
- General awareness of digital learning products and services
- Basic financial and data analysis skills
- Strong written and verbal communication
- Ability to follow structured sales and support processes
- Familiarity with CRM platforms, preferably Salesforce
- Time management and organizational skills
- Adaptability in a fast-paced environment
- Courtesy and professionalism in customer interactions
- Ability to attach a resume/CV when applying
Benefits
Comp & perks- Meeting-free Friday afternoons
- Professional development opportunities
- Employee programs supporting community, learning, and growth
- Comprehensive benefits package
- Competitive compensation
- Reasonable accommodation for applicants and employees with disabilities