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Customer Success Manager in Hong Kong at ProQuest

Date Posted: 6/4/2018

Job Snapshot

  • Employee Type:
  • Location:
    Hong Kong
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ex Libris is seeking a Customer Success Manager, Asia Pacific to be based in Hong Kong on a full-time basis. 

Ex Libris (a ProQuest Company) is the leading provider of automation solutions for academic and research libraries. Offering the only comprehensive product suite for electronic, digital, and print materials, Ex Libris provides efficient, user-friendly products that serve the needs of libraries today and will facilitate their transition into the future. Ex Libris maintains an impressive customer base consisting of thousands of sites in more than 90 countries on six continents, including 10 of the top 10 universities around the world. With headquarters in Jerusalem, we have 12 locations globally

Position Summary:

The Customer Success Manager, Asia Pacific is the key point person for managing at-risk customers by understanding their needs and concerns, creating aggressive action plans, coordinating resources to resolve problems, and generating enthusiasm for the solution.

Duties and Responsibilities:

  • Project manages retention efforts for at-risk sites, 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.

  • Identifies leads for additional products and services that will meet the customers’ needs and increase their long-term commitment.

  • Communicates improvements and outcomes of action plans for each customer.

  • Interacts with multiple customers throughout the day 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.

    Ideal Qualifications:

  • Bachelor’s degree plus a minimum of 4 years’ experience in a customer facing role, including the ability to manage customer escalations and negotiate resolution or equivalent combination of education and experience.

  • Masters’ degree in Library Science or equivalent work experience.

  • Knowledge of library industry customers and their unique needs and challenges.

  • Minimum of 2 years’ experience working with Summon (preferred) or Primo.

  • 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.

    Ancillary Qualifications:

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

  • Understanding of discovery systems, including benefits and key features.

    Other important information about this position: Customer Success Manager Job Description Page 2 of 2

  • This position may be based in a variety of ProQuest/ ExLibris office locations and may be appropriate for full or partial remote work, subject to approval.

  • This position requires about 30% travel internationally.

  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

  • 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.