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Training & Consulting Partner in Cambridge at ProQuest

Date Posted: 9/4/2018

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Job Description

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 access in order to encourage adoption, generate usage, and ultimately retain the client’s business. 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 ranging from quick start guides to video tutorials and public webinars. The role is designed to build up the relationship between customer and ProQuest so that ProQuest can become the best partner with that client.

Duties and Responsibilities:

  • Conducts customer-needs analysis and creates customized training plans for maximizing usage of services; including uncovering direct sales opportunities, representing ProQuest effectively to our customers.

  • 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.

  • Regularly schedules and conducts public webinars.

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

  • Follows-up post-training both internally and externally to ensure that a customer’s ongoing experience is outstanding, and that their needs are effectively represented within ProQuest

  • 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.

  • Provides onboarding support to new employees joining the team.


  • 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 sells to the library market.

  • Familiarity and proficiency with library search systems.

  • Knowledge and understanding of library systems and functions, including new technologies and their applications to enhancing information services in the library market.

  • Computer proficiency 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).

  • Excellent understanding of the English language, oral and written.

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

  • Shares knowledge readily and recognizes own need to learn.

  • Outstanding time management and punctuality.

  • Proven skills with MS Office Suite of products

    Ancillary Qualifications:

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

  • Bilingual in English and another European language.

  • Experience with library OPACs and other bibliographic records 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:

  • This position is based in the Cambridge or London office.
  • 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.


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