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Training & Consulting Partner in Melbourne at ProQuest

Date Posted: 9/19/2018

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Job Description

The Role:

The  Customer Experience Training and Consulting Partner (TCP) is designed to build up the relationship between customer and ProQuest so that ProQuest can become the best partner with that client.

The Customer Experience Training and Consulting Partner (TCP) is responsible for educating ProQuest clients in multiple markets how to best use ProQuest products and services to which they have.  This is achieved principally by providing pre- and post-sales training either in person or online, and supplemented by the creation of educational materials in various formats such as guides to video tutorials and public webinars.

This is a full-time position and be based in the ProQuest Melbourne Office.

Duties and Responsibilities:

  • Conducts customer-needs analysis and creates customized training plans for maximizing impact of services.

  • Maintains high degree of knowledge of ProQuest products and represents products effectively as packaged solutions, demonstrating interoperability of services. Continually learns new products and functionality as appropriate.

  • Develops and conducts customized training sessions at customer sites or online using real-time collaborative software, such as WebEx.

  • Creates educational materials utilizing learning resources, web-based educational tools and video delivery software.

  • Participates in technical meetings and discussions, working closely with Product Management, Development, QA, and Training teams to communicate client issues and to establish, manage, and adjust processes for customer training needs.

  • Offers proactive consulting for customers, to help them to get the most out of ProQuest resources.

  • Gives presentations at conferences and other events.


  • BA degree as well as MLS or MLIS from an American Library Association (or non-US equivalent) accredited school, or at least three years’ experience providing online training and customer support in a similar information services organization that operates in the library market.

  • Familiarity and proficiency with library search systems, including new technologies and their applications to enhancing information services in the library market

  • Knowledge of Ex Libris’s solutions will be an added advantage.

  • Knowledge and understanding of library workflows.

  • Strong IT skills and overall technical aptitude.

  • Committed team player.

  • Ability to plan, prioritize and remain organized when working on multiple tasks.

  • Obvious enthusiasm and the ability to demonstrate flexibility in adapting to change.

  • Self-starting, self-motivated, team player who has the ability to work independently

  • Strong analytical skills and ability to work independently and demonstrate initiative in creating new opportunities.

  • Excellent interpersonal, communication – spoken, written, listening -- and presentation skills.

  • Exceptional patience and tact (i.e., strong service orientation).

  • Ability to travel to client sites for training and consulting.

Ancillary Qualifications:

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

  • Experience with library systems including, but not limited to OPACs, ILS and order processing and invoicing systems desired.

  • Experience teaching or training others, especially in a technical context.

  • Experience using academic search engines.

  • Experience writing support documentation.

Other important information about this position:

  • Up to 30% travel may be required.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
  • Every position requires certain physical capabilities. ProQuest/PQ 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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