Duties And Responsibilities
- Lead onboarding for new customers, ensuring smooth implementation of digital platforms and content access.
- Conduct product training and best-practice sessions for librarians, researchers, faculty, clinicians, or knowledge managers.
- Monitor account health, usage trends, and renewal risk indicators.
- Proactively address challenges and coordinate solutions to maximize customer satisfaction and retention.
- Analyze usage data, performance metrics, and customer feedback to demonstrate ROI.
- Prepare and deliver usage reports, reviews, and success plans tailored to customer objectives.
- Act as the voice of the customer internally, sharing insights with Product, Support, and Publisher Partners.
- Coordinate with publisher representatives when needed to resolve escalations or support strategic initiatives.
Job Qualification
- Bachelors Degree in Library Sciences, Business Administration, Marketing, Sales, Communications, Public Relations, or related field
- 1+ years proven work experience as a Customer Success manager or Account Manager Excellent listening, negotiation, and presentation abilities
- Strong verbal and written communication skills Delivering client-focused solutions to customer needs
- Ability to juggle multiple account management projects at a time while maintaining sharp attention to detail
- Ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Knowledgeable with CRM software (i.e., Salesforce, Bigin, etc.) and MS Office (particularly MS Excel)
Please note that this job opening is for our sister company, Academic Paradigm Inc.
