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Customer Success Manager, based in Hamburg in Hamburg at ProQuest

Date Posted: 10/9/2018

Job Snapshot

Job Description

The Customer Success Manager is the key point person for managing at-risk customers by building relationships, understanding customers’ needs and concerns, and creating action plans to help them derive more value from our products.

Duties and Responsibilities:

  • Project manages retention efforts for assigned territory, 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
  • Communicates improvements and outcomes of action plans for each customer
  • Interacts with multiple customers on a daily basis while tracking progress and delivering top-notch customer service in a timely manner.
  • 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
  • Maintains a deep understanding of Ex Libris products and encourages customers to adopt the most relevant features/functionality for their specific business needs


  • Passion for customer service
  • Minimum 4+ years’ experience in a customer facing role, including ability to manage customer escalations and negotiate resolution
  • Masters’ degree in Library Science or equivalent experience working with libraries or higher education institutions
  • Must be able to build strong rapport and establish trust and credibility quickly
  • Ability to juggle multiple projects with minimal supervision
  • Excellent and creative problem-solving skills
  • Experience working under pressure, managing uncertainty and change
  • Excellent written and verbal communication skills
  • Fluent in English and German

Ancillary Qualifications:

Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

  • Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships.
  • Capacity to learn and master new technology.

Other important information about this position:

  • Occasional travel is required.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
  • This position requires ~15% travel
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.


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