Senior Customer Success Manager

Job Description:

The Senior Customer Success Manager is the key point person re-selling at-risk customers on their current solutions and identifying best practices for managing at-risk customers and rolling them out to the Customer Success team.


Duties and Responsibilities:
  • Functions as the voice of the customer and gathers and analyzes trends to provide internal feedback on how Ex Libris can better serve our customers.
  • Identifies, proposes, and initiates projects and practices that improve product adoption and customer retention.
  • Develops expert knowledge of trends and best practices in the regional Ex Libris customer base.
  • Project manages retention efforts for at-risk sites, including site visits, providing product expertise, facilitating activities with Support, and working with customers to expand product adoption.
  • Serves as a trusted advisor to our customers by deeply understanding their needs and maintaining regular communication with them.
  • Identifies leads for additional products and services that will meet the customers’ needs and increase their long term commitment.
  • Communicates improvements and outcomes of action plans for each customer.
  • Interacts with multiple customers throughout the day while tracking progress and delivering top-notch customer service in a timely manner.
  • Works with Marketing and Product Management to assemble and create regular consistent content for both Summon and Primo, including email communications and webinars, that can be deployed across regions.
  • Surfaces and shares customer success stories.
  • Maintains a deep understanding of Ex Libris products and encourages customers to adopt the most relevant features/functionality for their specific business needs.
  • Identifies patterns of risk and low adoption and working with Product Management to address them.
Ideal Qualifications:
  • Bachelor’s degree plus a minimum of 5 years’ experience in a customer facing role, including ability to manage customer escalations and negotiate resolution or equivalent combination of education and experience.
  • Minimum of 3 years’ experience working with Summon (preferred) or Primo.
  • Must be able to build strong rapport and establish trust and credibility quickly.
  • Superior presentation skills.
  • Ability to effectively juggle multiple projects with minimal supervision.
  • Excellent and creative problem-solving skills.
  • Experience working under pressure while managing uncertainty and change.
  • Excellent written and verbal communication skills.
Ancillary Qualifications:
Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.
  • Masters’ degree in Library Science or equivalent work experience.
  • Knowledge of library industry customers and their unique needs and challenges.
  • Understanding of discovery systems, including benefits and key features.
  • Experience presenting product messaging to prospects or customers.
Other important information about this position:
  • This position may be based in a variety of ProQuest office locations and may be appropriate for full or partial remote work, subject to approval.
  • This position requires about 15% travel.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
To submit your application please click here
If you have questions or require application assistance due to a disability, please contact ProQuest Human Resources at apply@proquest.com during normal business hours. If you have difficulty participating in the online application process due to a disability, please identify such, when contacting us and every effort will be made to accommodate your request for reasonable accommodation.