Engagement Manager - Research Solutions

Overview

Ex Libris – Who we are…

Ex Libris, a ProQuest company, is a leading global provider of cloud-based solutions for higher education. Offering SaaS solutions for the management and discovery of the full spectrum of library and scholarly materials, as well as mobile campus solutions driving student engagement and success, Ex Libris serves thousands of customers in 90 countries. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter. 

Research Solutions Engagement Manager

What will I be doing?

The Engagement Solutions Manager for our Research Solutions products will partner with our clients, educational institutions, to help them get the tools that they need to educate their students and support researchers. You will be on the ground floor of developing the “playbook” for empowering our clients to influence important stakeholders who will ultimately make the important decision on how resources are spent in Higher-Ed. As you develop relationships with our key clients, you will also be asked to assist in retaining at-risk customers by truly understanding customer’s needs, pain points, and goals. You will then help them to develop action plans to drive value from Esploro.

Our Engagement Manager will also collaborate with the Customer Success, Professional Services, Support, and Product Management teams to ensure the ultimate client experience for every customer. If you’re a passionate customer service professional who understands the nuance of the research world, keep reading! This job is for you.

In this position, you will also…

•  Own relationship with assigned institutional customers (libraries, faculties and research office stakeholders), with goals to increase adoption, increase satisfaction and ensure retention, fostering a growth mindset as well as advocates and champions at every institution.
• Serve as a trusted, strategic advisor to customers by deeply understanding their needs and maintaining regular communication with them.
• Interact with customers on a weekly basis while tracking progress and delivering top-notch customer service in a timely manner; engage with a diverse blend of personalities to reach resolution and maintain strong, professional relationships.
• Co-develop an adoption and rollout plan with customers, identifying areas where they can improve success by utilizing products more effectively and then communicating the opportunity effectively.
• Schedule regular meetings to review plans, assess results, and plan future adoption campaigns.
• Collect and share best practices as well as success stories across expanding customer base.
• Serve as the voice of the customer providing feedback to our product team.
• Maintain customer records, document interactions, and communicate activities and status to Research Solutions Engagement, Customer Success, and Esploro Management teams. 
• Collaborate with colleagues to develop program materials, procedures, and documentation.
• Manage risk assessment and retention efforts for assigned sites, collaborating with colleagues to develop account strategies and provide strategic guidance.
• Escalate issues to internal stakeholders, communicates improvements and outcomes of action plans for each customer.

Reasons you should apply...

• You enjoy being the point of contact for multiple stakeholders
• You will serve as the voice of the customer

This job may not be a fit if...

• You don’t enjoy reaching out and talking to customers by phone and demonstrating Research Solutions Engagement strategies and technical concepts via online meeting tools such as WebEx or Teams
• You don’t have passion for customer service

Qualified Candidates must have…

• Minimum 3+ years’ experience in a customer facing, customer support or account management role, including ability to manage customer escalations and negotiate resolution
• 4-year university degree
• Must be comfortable reaching out and talking to customers by phone and demonstrating Research Solutions Engagement strategies and technical concepts via online meeting tools such as WebEx or Teams
• Ability to create, update and deliver PowerPoint presentations or generate content in Microsoft Word
• Impeccable written and verbal communication skills; excellent presentation skills; strong interpersonal and listening skills
• Excellent relationship and customer management skills; able to build strong rapport and establish trust and credibility quickly
• Ability to juggle multiple projects and competing deadlines
• Passion for customer service
• Experience working under pressure, managing uncertainty and change
• Capacity to learn and master new technology

Superstar Candidates May Also Have…

• Masters or PhD desired

Ancillary Qualifications:

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

• Previous experience in Customer Success, internal sales, account management or equivalent history of increasing customer satisfaction, adoption, and retention.

• Experience in the academic community as a faculty member or research office role

• You look for winning situations that benefit all stakeholders.

Other important information about this position:

• This position is preferably based in the Chicago Ex Libris corporate office location and may be appropriate for full or partial remote work, subject to approval. Other locations within North America may be considered for highly qualified candidates.
• The position required weekday (Monday-Friday) attendance with flexibility to take early morning or early evening calls on a regular or semi-regular basis with global teams and customer base.
• Every position requires certain physical capabilities. Ex Libris 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.

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.

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
• We hold fun on-site events
• Our employee population is smart and highly collaborative
• We have a relaxed dress code… yes, that means blue jeans (and not just on Fridays!)
• All of our employees have access to ProQuest research products including e-books, genealogy and academic journals

We work hard and have fun doing it. If you are an experience Research Solutions Engagement Manager, please consider joining our talented team!!

EOE/M/F/Vet/Disabled