· Project manages retention efforts, 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.
· Maintains a deep understanding of ExLibris, a ProQuest Company, products and encourages customers to adopt the most relevant features/functionality for their specific business needs.
· Communicates improvements and outcomes of action plans for each customer.
· 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.
Successful candidates must have:
· Bachelor’s degree plus a minimum of 4 years’ experience in a customer facing role, including the ability to manage customer escalations and negotiate resolution or equivalent combination of education and experience.
· Minimum of 2 years’ experience working with Summon (preferred) or Primo.
· Must be able to build strong rapport and establish trust and credibility quickly.
· Excellent written and verbal communication skills.
Ideal candidates would have:
· 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.
While other companies might say they value work/life balance, ProQuest lives it. Our work environment is casual, we have great benefits and working hours are flexible. Join ProQuest today!
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