Customer Success Manager

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 Cloud Source 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 Cloud Source 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 Cloud Source;

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 Cloud Source products and solutions can better serve our customers;

Collaborates closely with cross-functional teams at Sirsi Dynix 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 Cloud Source 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.
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