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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in digital solution implementation, customer retention strategies, and training execution. Proficient in analyzing digital usage data and providing integration support for LMS/LTI implementations.
Highest-signal resume keywords
Digital Solution ImplementationCustomer Retention StrategiesTraining ExecutionSalesforce CRM ExperienceData Analysis
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 SolutionsCourse ImplementationUsage MonitoringLMS/LTI IntegrationData AnalysisTechnical ExpertiseCustomer SuccessSales SupportPresentation SkillsTraining Skills
Soft Skills
Strong Communication SkillsRelationship BuildingOrganization SkillsTime ManagementListening Skills
Tools & Technologies
SalesforceCRM Platforms
Industry Keywords
Digital ImplementationCustomer ExperienceRetention StrategiesInclusive Access AdoptionCourse Fulfillment
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Maximize digital implementation, usage, retention, and expansion of Wiley’s digital solutions
- Develop successful course implementation solutions, training, course fulfillment/setup, usage monitoring, and digital conversions
- Reconfirm and retain current customers while expanding digital usage at installed-base accounts
- Assist faculty in implementing and integrating Wiley’s digital solutions
- Consult with instructors on implementation and curriculum design
- Execute individual and departmental training plans
- Collaborate with field sales/account managers on opportunities, existing business, expansion opportunities, and retention strategies
- Drive and support pilots through follow-up, surveys, platform assistance, and question resolution
- Follow up with customers to ensure positive experiences and promote new features and functionality
- Conduct retraining so large-adoption customers become power users
- Provide integration support for LMS/LTI implementations
- Maintain account and adoption intelligence in SFDC
- Maintain bookstore communications and relationships to obtain Inclusive Access adoption, process, and work-order details
- Analyze digital usage data and activation reports
- Review vendor reports, update opportunities in SFDC, and follow up on non-responders
Requirements
What you’ll need- Undergraduate degree
- 2-4 years of relevant work experience in a similar function
- Previous customer service, sales support and/or tech product support exposure
- Ability to lead effective presentations to internal and external customers, in large groups and one-on-one settings
- Strong written and verbal communication skills
- Strong relationship building skills
- Excellent organization and time management skills
- Ability to learn and apply technical expertise with new and existing platforms
- Strong skill set to train and implement digital solutions
- Self-starter able to maximize time and generate high ROI by leveraging strong listening skills
- Ability to navigate complex sales processes with multiple decision makers
- Previous customer success or inside sales experience
- User experience knowledge with a CRM platform, preferably Salesforce
- Resume/CV required for consideration
Benefits
Comp & perks- Meeting-free Friday afternoons
- Professional development opportunities
- Continual learning and internal mobility
- Employee programs supporting community, learning, and growth
- Comprehensive benefits package
- Competitive compensation
- Equal opportunity employer
- Reasonable accommodation for applicants and employees with disabilities