The Library Consultant will serve as a key liaison between product, sales, and support to improve service levels and outcomes for customers. Primary responsibilities include leading customer engagements with libraries in support of all transactional models, including Evidence-Based Acquisition, Demand-Driven Acquisition, Approvals, and other ProQuest Books solutions.
About You - experience, education, skills, and accomplishments
- MLIS is required
- 3 years' experience in a library or book publishing operations or customer facing role, including ability to manage customer escalations and negotiate resolution
- 3 years of experience working with library workflows and data standards
It would be great if you also had . . .
- Experience in customer success or a sales role focused in library market
- Experience in academic library acquisitions, systems, and/or collections an asset
- Proven project management abilities, including strong communication and presentation skills
- Ability to build strong rapport with customers, establish trust and credibility quickly, manage escalations and negotiate resolution
- Comfortable proactively reaching out and talking to customers by phone, in person, and via online meeting tools to demonstrate product features
- Passion for customer success
- Excellent and creative problem-solving skills
- Experience working under pressure, managing uncertainty and change
- Ability to juggle multiple projects with minimal supervision
- Proficient in Microsoft Suite, specifically Excel and PowerPoint
- Experience in consultative selling and strategic account management.
- Management experience.
- Postgraduate qualification in Library, Information Management, IT or Business.
- PMP or another project management certification.
- Familiarity with cloud-based or SaaS products.
- Familiarity with Alma.
What will you be doing in this role?...
- Work with customers to achieve their desired outcomes and maximize their value with Rialto, Oasis, and other transactional solutions through engagements designed to drive adoption and expansion.
- Drive business growth through greater advocacy and reference-ability within existing accounts.
- Serve as a trusted, strategic advisor to customers by deeply understanding their needs and maintaining regular communication.
- Analyze customer health and related data to identify trends and opportunities for growth. Track progress in Salesforce and other systems.
- Collaborate with Sales and internal stakeholders to support sales opportunities, solve issues, communicate improvements, and develop action plans for customers. Deliver top-notch service in a timely manner.
- Establish expertise in ProQuest systems supporting acquisition workflows. Maintain working knowledge of the capabilities of other systems.
- Work closely with customers to create and maintain DDA, Approval/Selection Plans and similar programs for print and electronic books. Support initiatives to maximize sales, improve library workflow efficiencies and retain customers.
- Contribute to the development of best practices and knowledge assets internally and customer facing.
About the Team
You'll be reporting to the Senior Manager - Content & Workflow Strategy. We are a team of librarians based in the US and Canada. We work with libraries and internal stakeholders to ensure our library customers get books using their preferred selection and acquisition workflows
Hours of Work
- Full time, permanent
- Although duties are typically performed during normal business hours,off-hours work/on-call shifts may be required to meet customer and/or business needs.
- 40% travel is required
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled