Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Act as the primary point of contact and advocate for customers during the CloudSource implementation process and thereafter.

• Manage the overall customer relationship post-implementation, ensuring ongoing value and satisfaction.

• Assist with project profiling and provide guidance on integrating CloudSource with library websites and discovery tools.

• Aid in troubleshooting connectivity issues, search results, functionality, and integrations.

• Communicate application features, share information on new product releases, and facilitate user adoption.

• Proactively identify insights, trends, system configurations, and outputs that impact customer success.

• Guide customers in making necessary changes to achieve optimal outcomes.

• Represent the voice of the customer and provide internal feedback on products.

• Collaborate with implementation, support, library relations, and other cross-functional teams at SirsiDynix.

• Serve as an escalation point, maintaining extensive knowledge of CloudSource and its business applications.

• Perform additional duties as required.

⛳️ Requirements

• Expertise in discovery and content platforms.

• Proficiency in web conferencing technologies.

• Skilled in Microsoft software, including Teams, Outlook, Excel, Copilot, etc.

• Experience in creating presentations using MS PowerPoint or similar tools.

• Familiarity with and eagerness to learn AI tools for communication, validating customer input, monitoring usage, and continuously assessing AI processes to enhance workflows and customer satisfaction.

• Ability to articulate technical solutions to a non-technical audience.

• Comfort in managing high volumes of phone, email, and face-to-face interactions.

• Capability to juggle multiple individual tasks simultaneously.

• Exceptional written and verbal communication skills.

• Ability to work independently with strong organizational skills and self-motivation.

• BA/BS Degree is required.

• Experience in the library sector, particularly with electronic content and publishing.

🏝️ Benefits

• Comprehensive healthcare coverage.

• Retirement savings plan with company match.

• Opportunities for professional development and training.

• Flexible work environment.

• Generous paid time off policy.