Digital Collections Success Manager

ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome barriers to education. In carrying out our mission, as employees we feel a deep responsibility to members of our community and to each other, and we are committed to building and sustaining a culture where everyone can thrive.

ITHAKA is seeking an agile and collaborative archives or distinctive collections professional to join our team as a Digital Collections Success Manager. This is an exciting opportunity to help grow JSTOR Digital Stewardship Services, an innovative offering that expands the impact and discoverability of libraries' distinctive collections. In this role, you'll partner closely with libraries to help them achieve their digital collection management goals while contributing to the evolution of a growing service that is shaping the future of digital stewardship at ITHAKA.

As Digital Collections Success Manager you will be the first point of contact and partner for libraries participating in JSTOR Stewardship, focused on helping them successfully adopt Stewardship into their workflows and steward their success to support long term retention. You will report to the Lead Manager for Participant Success and collaborate closely with partners across the Stewardship business unit team (sales, marketing, product, technical support) to increase participant success.

Relationship building and external engagement

• Build and maintain strong relationships with practitioners, influencers, and leaders at assigned participating accounts in order to increase adoption, ensure a positive experience, and monitor potential retention risks.
• Lead the onboarding experience, including delivering kickoff meetings and custom training sessions for new institutions.
• Support successful trials of JSTOR Stewardship offerings by leading trial kickoff calls and checking in with trialing institutions during the trial period.
• Develop and maintain strong engagement within the archival and special collections community by establishing a network of relationships with members of the field to stay abreast of important trends and best practices in digital special collections.

Internal subject matter expertise and collaboration

• Act as the “voice of the customer” within the organization, using the knowledge gained from participant and market interactions to inform feedback to product, marketing, and leadership partners in order to help shape future growth of the Stewardship product line.
• Serve as the subject matter expert for each account that you manage and are responsible for, ensuring we have the right contacts, documenting key account information.
• Support special projects as needed.
• Ability to travel required, with expected travel ranging from 20-30%. Travel includes library onsite visits, regional conference attendance, and occasional travel to ITHAKA offices in NY or Ann Arbor, MI as requested.

• 3-5 years of experience working in higher education or libraries, either at an academic institution or vendor.
• Demonstrated expertise in special collections, archives, or digital collections.
• Highly organized with strong multitasking skills, capable of managing multiple projects simultaneously.
• Proactive self-starter with the ability to identify tasks and independently take initiative to move projects forward.
• Excellent relationship building and communication skills, including the ability to effectively demonstrate tools and services via webinar and in person workshops.
• Ability to work well as a team member; a willingness to actively participate in team projects and share ideas.
• Strong attention to detail and a keen eye for accuracy.
• Committed to our organizational values of belonging, evidence, speed, teamwork, and trust.
• Comfortable working with data (via tools such as Databricks) to extract learnings, make decisions, and demonstrate evidence.
• Familiarity working with the standard Microsoft Office suite (including intermediate Excel skills) and working in a CRM (such as Salesforce).

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