Customer Success Manager

Essential Functions:

• 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
• 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
• 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

• 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

• BA/BS Degree required

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

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

Harris fournit des solutions logicielles essentielles pour le secteur public, les soins de santé, les services publics et le secteur privé en Amérique du Nord, en Europe, en Asie et en Australie. Travailler pour Harris est l'occasion idéale de réaliser vos objectifs professionnels ainsi que vos rêves personnels ! Nos employés bénéficient d'un environnement de travail décontracté qui offre un confort tout en fournissant un service de qualité supérieure à nos clients.

Nous offrons un ensemble complet d'avantages sociaux ainsi que d'autres "avantages" supplémentaires ! Nous donnons à nos employés les moyens de faire la différence Nous avons une culture d'entreprise riche Nous offrons la possibilité d'apprendre Nous sommes financièrement solides et nous appartenons à la plus grande société de logiciels du Canada (CSI) On s'amuse beaucoup ! Suivez-nous sur les médias sociaux pour en savoir plus sur les valeurs, la culture et les initiatives de notre entreprise !

Harris est un employeur à égalité de chances et d'action positive. Nous considérons les candidats sans considération de race, couleur,…