Customer Success Manager

  • ProQuest
  • Remote
  • May 19, 2021
Full time Customer Service Management

Job Description

Customer Success Manager

ob Details


ProQuest – Who we are…

The ProQuest Mission: Better research. Better learning, Better insights. ProQuest enables people to change their world.
ProQuest supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped ProQuest to become an industry leader in the Information Services market.

Customer Success Manager

What will I be doing?

The Customer Success Manager for TDM Studio is a key customer focal point who drives product adoption and expansion and helps customers to achieve their desired outcomes with TDM Studio and related PQIS content.

TDM Studio Customer Success Manager will serve as a key liaison between Product, Sales, and Support for customers to improve service levels and outcomes with the product. Primary responsibilities include leading TDM Studio customer success engagements, TDM Studio adoption, and growth with researchers, advising TDM Studio customers on optimizing workflows for researchers.

In this position, you will also…

• Point of contact for customers from product onboarding through adoption, expansion, and renewal. Work with customers to achieve their desired outcomes and maximizing their value with TDM Studio and related ProQuest content through success engagements designed to drive adoption and expansion.
• Drive business growth through greater advocacy and reference-ability within existing accounts.
• Establish and manages to project milestones for customer integrations/implementations and ensures deliveries based on them
• 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 internal stakeholders to support sales opportunities, solve issues, communicate improvements and develop action plans for customers. Deliver highly professional service.
• Establish expertise in ProQuest systems supporting research workflows and for TDM Studio users at all levels. Maintain working knowledge of the capabilities of other relevant systems.
• Work closely with customers to create and maintain research workflows and projects with TDM Studio features and related content. Support initiatives to maximize sales and researcher adoption, optimize workflow efficiencies and retain customers.
• Contribute to the development of best practices and knowledge assets internally and customer-facing.
• Surface and share customer success stories.

Qualified Candidates must have…
• Bachelor’s degree plus a minimum of 3 years experience with customer engagement and project management
• Professional experience in Customer Success, Sales, or Support roles focused in the library or academic market including managing customer escalations and problem resolutions.
• Proven project management abilities, including strong communication and presentation skills.
• Understanding of academic research and is comfortable working with researchers
• Familiarity with cloud-based or SaaS products.
• Ability to build a strong rapport with customers, establish trust and credibility quickly.
• Ability to manage multiple projects with minimal supervision.
• Strong documentation, organization, and prioritization skills.
• Strong verbal and written communication skills; fluent in English.
• Proficient in Microsoft Suite, specifically Excel and PowerPoint.
• Must be comfortable proactively reaching out and talking to customers by phone and demonstrating product features via online meeting tools.

Superstar Candidates will ALSO have…

• Experience in consultative selling and strategic account management.
• PMP or another project management certification.
• Working knowledge of data standards.
• Experience with Jupyter Notebooks, Github, or other research collaboration tools and methods.
• Familiarity with Text and Data Mining approaches and methodologies and/or application in academic research

More to love about becoming a PQ employee!
• Forbes Ranks ProQuest among 2018 America’s Best Mid-Size Employers
• We offer professional development opportunities with a significant focus on learning
• Our employee population is smart and highly collaborative
• All of our employees have access to ProQuest research products including e-books, genealogy, and academic journals

Other important information about this position:
• This position is open to remote workers
• This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
• Although duties are typically performed during normal business hours, occasional off-hours work may be required to meet customer and/or business needs.
• Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

At ProQuest, we work hard and have fun doing it. If love Customer Success, please consider joining our talented team!!

At ProQuest, we embrace the power of our people and value our differences — in thought, style, sexual orientation, gender identity, culture, ethnicity, and experience — recognizing that our diversity makes us a stronger company. Encouraging a diverse, inclusive workplace gives us the business advantage of understanding and meeting the needs of our diverse customers, clients, and communities.