Guided by our core values and commitment to your success, we provide health, financial and lifestyle benefits to ensure a best-in-class employee experience. Some of our offerings include: - Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute - Annual incentive bonus plan based on company achievement of goals - Time away from work including paid holidays, paid time off and volunteer time off - Professional development courses, mentorship opportunities, and tuition reimbursement program - Paid parental leave and adoption leave with adoption financial assistance - Employee discount program Job Description Summary: The Customer Advocate position is responsible for responding to a variety of inquiries from members and their dependents, hospitals, providers, attorneys and agents. The incumbent will need to interpret multiple contracts in response to benefit and claim inquiries. Researches membership database and billing history to resolve membership issues. Job Description EACH DUTY AND RESPONSIBILITY MUST BE PERFORMED IN ACCORDANCE WITH INDIVIDUAL PERFORMANCE SCORECARD INQUIRY AND QUALITY STANDARDS. - Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers. - Educates and works with members at different health literacy levels with cultural sensitivity. - Enters record of inquiries and related correspondence in computerized tracking system. - Researches applicable medical policy and corporate, divisional, and department policies and procedures. Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance, when possible within first call - Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.) - Maintains confidentiality of all regulated information in compliance with state and federal laws. - Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience. - Recognizes trends or common issues and raises to leadership as necessary. Provides solution options as appropriate. - Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner. - Delivers positive customer and member experience on a consistent basis - For FEP positions must complete additional FEP training program for FEP system and procedures. - Provides resolution with a service level that ensures members and customers feel valued and understood Minimum Qualifications - High school diploma or general education degree (GED). - 2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience - Advanced Keyboarding Knowledge - Intermediate knowledge of Microsoft Office Preferred Qualifications - Associates degree from college or technical school. - Previous experience with on-line customer service applications - Medical terminology and ICD/CPT coding knowledge - Experience taking Blue KC member calls Blue Cross and Blue Shield of Kansas City is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Job Description: 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 Manager (CSM) is a key role within the Sales organization responsible for providing direct impact on revenue retention by owning the post-sales customer experience, driving adoption and value realization for our subscription and open access research customers. Ultimately, the CSM represents the customers’ interests in realizing value from Wiley’s digital research solutions. The CSM will focus on key accounts for which they will be responsible for leveraging data around customer health to effectively collaborate with cross-functional teams to drive customer outcomes, client satisfaction and overall revenue growth. The CSM will also partner closely with Sales to help them achieve their revenue targets and identify future growth opportunities. Strong relationship-building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role. This is a great opportunity for someone who understands open access research policies, and has ideally leveraged CSM tools, like Sales Force and Gainsight. How you will make an impact: - Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges. - Partner with cross functional teams to ensure the customer receives maximum value from their investment. - Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals. - Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates. - Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track. - Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities. - Leverage technology and data to increase efficiencies and make processes scalable. We are seeking candidates who have: - 3+ years’ experience as a Customer Success or Sales Account Manager. Preferably in research, publishing and/or higher education. - Excellent written, verbal and presentation skills with attention to detail. - Preferred Bilingual (Spanish) - Located in Eastern Time zone - Strong organizational skills with project management experience, particularly in managing customer lifecycles. - Capability to build trust, rapport, and strong client relationships. Passionate about being a customer advocate. - Strong analytical skills with problem-solving and can-do attitude. - Team player with the capacity to multi-task with minimal supervision to meet deadlines. - CRM experience (Salesforce.com) + CSM platform experience (Gainsight) - Ability to travel – up to 25% 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 tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. 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 either in the United Kingdom, Canada or USA. 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: 66,900 USD to 95,967 USD#LI-KW1 Job Posting Title: Customer Success Manager Location: Cary, NC, USA

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Associate Customer Success Manager for ArrowStream provides ongoing support to our technology customers through hands-on training, data analysis and process guidance. The fast track to building customer relationships starts in implementation working alongside the Implementation Project Manager and continues through the transition to long-term account management. - Monitor the support tool for new tickets submitted by customers or on behalf of customers - Provide guidance and best practice methodology to customers using the system - Update and create documentation for the support tool knowledge base to align with customer requests - Recommend to each customer which tools should be used for specific purpose(s) - Train customers on existing applications Qualifications - At least two years prior experience with the supply chain/technology industry - Prior experience troubleshooting questions and resolving issues - Competency in working with Microsoft Office Programs: Excel, Word, PowerPoint, etc. Benefits - Amazing coverages to start, including medical, dental, and vision coverages - Ancillary plans such as flexible spending accounts for health and dependent care, critical illness, accident, and voluntary life - Company paid life and long-term-disability plans - 401(k) plan with company match - Personal Responsibility Paid Time Off policy - Half-day Summer Fridays Company Description ArrowStream is reshaping the landscape of supply chain optimization for foodservice businesses. The premier foodservice cloud platform for supply chain intelligence, we've connected over 105,000 restaurant locations to over 1,300 distribution locations, 11,000 manufacturers, and over 275 leading brands. As a Buyers Edge Platform SaaS Solution, ArrowStream customers feel empowered to make informed decisions with our secure cloud-based data management solutions including ArrowStream Central (operators), Crossbow (distributors), and ChainConnect (manufacturers). Not only are we strengthening buying decisions with our industry technology, but we're enforcing pricing accuracy, protecting supply, ensuring quality, and enhancing foodservice partnerships.

• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans • Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers • Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication • Adhering to strategies and processes that deliver consistent customer satisfaction and retention • Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers • Soliciting existing customers to serve as verbal and/or site tour references for potential new customers • Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty • Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools • Guiding new customers through the onboarding process, ensuring they understand the resources available to them • Providing support for spreadsheet projects for the Customer Success team