Customer Success Manager

Date: 09/10/2016
Job Description:

Ex Libris is seeking a Customer Success Manager to be based in Beijing, China.Ex Libris (a ProQuest Company) is the leading provider of automation solutions for academic and research libraries. Offering the only comprehensive product suite for electronic, digital, and print materials, Ex Libris provides efficient, user-friendly products that serve the needs of libraries today and will facilitate their transition into the future. Ex Libris maintains an impressive customer base consisting of thousands of sites in more than 90 countries on six continents, including 10 of the top 10 universities around the world. With headquarters in Jerusalem, we have 12 locations globally, with China office in Beijing . 
The Customer Success Manager is responsible for educating and helping Ex Libris customers how to best use Ex Libris products and services to which they have access in order to encourage adoption, generate usage, and ultimately retain the customer’s business. The Customer Success Manager works closely with Sales, PS and Support to understand the needs of the customer and bolster the relationship between the customer and Ex Libris. This position requires high-level knowledge of strategic Ex Libris solutions and all products in order to properly redirect and escalate issues that customers have with any Ex Libris products.
Beijing desirable.


Duties & Responsibilities:
·         Conducts customer-needs analysis and create customized account plans for maximizing usage of services; including uncovering direct sales opportunities.
·         Working with Sales to answer tenders, especially the renewal subscription tenders.
·         Develops and conducts workflows to monitor customers’ usage on Ex Libris solutions and takes some preventative measures if needed.
·         Regularly schedules and conducts public webinars.
·         Creates educational materials utilizing learning resources, eLearning systems and video delivery software.
·         Participate in technical meetings and discussions, working closely with Sales, PS and Support to communicate client issues and to establish, manage, and adjust processes for customer needs.
·         Analyzes and diagnose best case uses for customers to maximize Ex Libris experience.
·         Follows-up with post-training customer concerns, technical support or questions via email and telephone.
·         Understands and trains customers to maximize implementation for a wide variety of discovery tools.
·         Gives presentations at conferences and other events.
·         Takes a proactive approach when appropriate by contacting customers, including but not limited to offers of training, issue resolution follow-up, and general consulting.
·         Escalate queries, bugs and feature requests as appropriate; work with Support teams on such requests as needed.
Desired Experience and Education
·         Master degree in  a technical field such as Library of Information Science. 
·         Working experience in library, publishing or information industry
·         Excellent written and oral communication skills.
·         Outstanding customer service skills and a desire to assist customers.
·         Ability to learn new products quickly and to adapt to changes in delivered services.
·         Strong analytical skills (system analysis, problem solving, debugging others/own code, etc.)
·         Experience handling technical and/or customer support issues.
·         Strong multi-tasking and organizational skills. Great attention to detail.
·         Self-starting, self-motivated, team player who has the ability to work independently as well.
·         Good interpersonal skills: gets along well with others.
·         Shares knowledge readily and recognizes own need to learn.
·         Outstanding time management and punctuality.
·         Proven skills with MS Office Suite of products.
Ancillary Qualifications
·         Experience teaching or training others, especially in a technical context.
·         Experience with JavaScript, XML, XSLT, JQuery, Angular.
·         Experience using academic search engines.
·         Experience writing knowledgebase documentation.
Other important information about this position
·         This position is appropriate for full or partial remote work, subject to approval.
·         Occasional travel is required.
·         This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
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