Customer Success Manager

This posting is for SirsiDynix, Harris company. It is a full-time fully remote position in the US or Canada.

The Customer Success Manager (CSM) will be primarily responsible for serving as the primary liaison and customer advocate throughout CloudSource implementation and beyond. After go-live, the CSM will serve as the primary company liaison for customers, maximizing ongoing usage and satisfaction with CloudSource. This position reports to the SVP of Content Solutions and coordinates activities with the implementation team, the support team, and library relations managers.

Essential Functions:

• During new customer implementation:
  • Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
  • Assists with project profiling;
  • Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications;
  • Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
  • Ensures that CloudSource is delivered in a way that maximizes user visibility and usage.
• After a customer goes live:
  • Owns overall relationship with the customer once the implementation phase is completed;
  • Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource;
  • Effectively communicates application features and product information for new releases and facilitates their adoption;
  • Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
  • Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
  • Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers;
  • Collaborates closely with cross-functional teams at SirsiDynix to drive better results;
  • Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship; and
  • Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve.

Additional responsibilities

• Perform other duties as assigned.

Knowledge and Skills:

• Proficiency in discovery and content platforms
• Proficiency with web conferencing technology
• Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
• Proficiency with creating presentations using MS PowerPoint or similar applications
• Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
• Ability to explain technical solutions to a non-technical audience
• Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
• Ability to manage many individual tasks simultaneously
• Excellent written and verbal communication skills
• Ability to work independently with strong organizational skills and self-motivation

Education (minimum requirements/equivalent): 

• BA/BS Degree required

Experience and Achievements: 

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

Salary Range: $75,000 - $85,000 USD per year.