Job Description

Location: Singapore Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
About the Role:
Wiley is currently seeking a full-time Senior Digital Solutions Manager to join the team. The ideal candidate must be highly motivated, a self-starter and passionate about education and the technologies that serve them. He or She understands the changing nature of education and the transition from traditional to digital modes of delivery, the role of LMSs and other technology solutions used in academic institutions. The candidate must have strong communication and presentation skills to work within a fast-paced, team-oriented environment.

• Responsible to manage the digital delivery team to drive and deliver true value for enterprise customers.
• Take ownership of enterprise customer renewals and expansion, relationship management, and overall customer satisfaction of our new enterprise and renewal customers.
• Have a strong focus on enterprise customers, learner’s needs and an intellectual curiosity about the products that help meet their needs
• Gathers and evaluates our current platform interface and capabilities
• Creates both functional and appealing features for delivering the best online user experience that addresses our customers’ needs, ensuring customer satisfaction and loyalty.
  

How you will make an impact:
Large Account Management

• Building and maintaining strong, long-lasting customer relationships
• Overseeing customer account management, including drafting proposals, negotiating contracts and agreements to maximize profit
• Drive and deliver true value for enterprise customers

• Own and drive enterprise customer renewals and expansion • Assist with challenging client requests or issue escalations as needed
Delivery and Implementation

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Responsible for reporting of project metrics
• Lead and project manage cross-functionally to drive customer success
• Achieve and continuously improve operational excellence
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Conduct discovery workshop, business review.

Customer Success

• Responsible for relationship management, revenue retention, and overall customer satisfaction
• Collaborates with the Account Managers to identify opportunities for growth of accounts through the introduction of new products, services, and initiatives.

Data Insights

• Continuously monitors customer usage, keeps track of progress, and supports incidents to identify areas of risk and/or concern.
• Prepares and provides reporting to internal stakeholders on overall account health and success based upon established metrics and criteria

Vendor Management

• Take responsibility for investigative work to determine business requirements
• Make strategic design and user-experience decisions related to core, and new, functions and features.
• Improve platform interface and capabilities
• Work with service providers to track roadmap
• Involves basic UX/UI

Other functions

• Support other digital solutions such as zyBooks
  

What we look for:

• Some tertiary Level Education
• At least five years of experience defining digital capability/experience roadmaps within an enterprise environment
• Able to present and engage in discussions at the C level
• Competencies:

o Judgement: Able to make high quality, logical decisions.
o Problem Solving: Learns quickly when facing new situations/tries alternatives to find solutions.
o Negotiation: Able to resolve areas of possible disagreement to a conclusion that satisfies all concerned/can quickly find common ground.
o Team Working: work collaboratively across functions, strong communication skills
o Strategic thinker: Able to think and respond quickly
o Deep analytical: use framework, data, analytical tool to help structure team’s thinking, facilitate alignment across multiple senior stakeholders and reach insightful, actionable answers to challenging and ambiguous teams
o Strong focus on enterprise customer, learner’s needs and an intellectual curiosity about the products that help meet their needs

• Physically fit to travel
• Proficiency with Microsoft Office applications, CRM
  

#LI-YZ1

Location/Division: Singapore
Job Requisition: R2202356

Remote Location: No
ELT: Matthew Leavy
ELT +1: Chris Gray
Management Level ID: P3