• 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 DLE/AM to review account status and support retention strategies. • Participate in pilot programs by providing follow-up, platform support, and survey coordination. • Conduct re-training sessions with key customers to ensure effective platform use. • Provide basic integration support for LMS/LTI implementations. • Maintain accurate account and adoption data in Salesforce (SFDC). • Review vendor reports and follow up with bookstores or instructors to confirm IA adoption details. • Promote new features and functionality to enhance customer experience. • Communicate clearly with customers to ensure understanding of product/service value.

Title: Senior Manager - CRM Brisbane QLD, Australia• Melbourne VIC, Australia• Canberra ACT, Australia• Hobart TAS, Australia• Adelaide SA, Australia• Perth WA, Australia• Darwin NT, Australia• Sydney NSW, Australia Job Description: - Full time, permanent role - Flexible location + Hybrid working. - Become part of the world's largest humanitarian movement Australian Red Cross is part of the world's largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for humanity. About the role The Senior Manager - CRM is responsible for leading the strategic development, optimisation, and delivery of the organisation's Customer Relationship Management (CRM) platform, Microsoft Dynamics 365 (D365). Working as part of a Humanitarian movement which supports vulnerable people and communities, this role ensures the CRM effectively supports Marketing, Communication & Customer Experience, Fundraising, and operational objectives. A key focus is the creation and maintenance of a three-year strategic roadmap that aligns CRM capabilities with business priorities. The CRM Manager also oversees CRM-related projects, ensuring timely delivery, stakeholder alignment, and measurable outcomes. What you will bring - Substantive experience in CRM management, product ownership, or digital platform leadership along with proven experience as a CRM Manager or Product Manager in CRM or digital platforms. - Comprehensive knowledge of and extensive experience in developing strategic roadmaps, managing CRM implementations, and leading cross-functional teams. - Demonstrated success in strategic roadmap development and complex project management. - Strong understanding of CRM systems (e.g., Salesforce, Dynamics 365). - Comprehensive knowledge of and extensive experience inagile delivery, backlog management, and stakeholder engagement. - Familiarity with fundraising, marketing automation, and supporter lifecycle management (especially in not-for-profit contexts) is advantageous. - A desire to create or continue your journey in the not-for-profit space, making a genuine contribution to the valuable work of Australian Red Cross. Benefits that act for you, while you act for humanity Financial wellbeing: In addition to your salary, you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15,900 for living expenses (such as rent, groceries, utility bills); up to $2,650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual leave. Work/Life Flexibility: You can access flexible working arrangements, paid 'Me' day just for you and a wide range of other paid leave options

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs. • Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end. • Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs. • Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams. • Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices. • Lead initiatives to improve team processes and customer strategies. • Partner with Sales to expand and retain brokerage relationships • Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience. • Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

• Maintain a full schedule of meetings for new customer onboarding, regular check-ins, renewal discussions, and project updates. • Perform regular client outreach to inform them of potential problems, product updates, or new service offerings • Maintain a positive and collaborative relationship with customers, ensuring that client security requirements and alignment needs are met • Act as a primary liaison between technical staff and customers • Maintain advanced knowledge of all Legato Security products and managed services, including software resale, managed security services, and professional services engagements • Maintain current knowledge of threats, attack methods, and security technologies through ongoing training and education. • Provide troubleshooting and support when needed regarding existing or new security tools and solutions • Lead the deployment of cybersecurity solutions, ensuring project deadlines are met by working with technical staff and addressing any delays or changes • Write technical reports for assessments, best practice recommendations, or other required project deliverables with input from the technical staff • Ensure that customer’s security requirements are met • Interface with engineers and analysts to explain client requests and align needed solutions • Gather requirements for service developments and enhancements based on customer requests • Travel to prospects and customers for on-site meetings as needed (~5%) • Develop progress reports, Client Delivery Reports, and quarterly review data for presentation to customers on a regular basis • Interact closely with Channel Partners in support of joint-customer initiatives