Customer Success Manager

Incognito Software Systems Inc; Canada; On-site; CAD 75,000 - 85,000; Full time

Job summary

BiblioCommons is seeking a Customer Success Manager to support public libraries across Canada and the United States, helping them maximize the value of the enterprise suite. You will be the primary CS contact for defined partner accounts and work with Product, Development and Services teams to resolve issues and grow engagement.

You will travel to regional meetups and conferences, present product updates, and drive customer success across a broad network of libraries.

Qualifications

• First-hand experience with BiblioCommons products or similar library software.
• Exceptional customer service aptitude and ability to manage customer expectations with poise.
• Ability to travel for regional meetups and conferences across Canada and the United States.
• Curiosity to follow trends and serve as a thought leader for partner libraries.

Responsibilities

• Serve as the main Customer Success Manager contact for defined library partner accounts and coordinate with the CS team.
• Monitor, analyze, and address escalated support or implementation issues and share priorities with Product and Engineering.
• Develop relationships with libraries to deepen engagement and identify growth opportunities.
• Schedule and lead regular partner check-ins, webinars, and conferences to share updates and best practices.
• Represent BiblioCommons at regional and national events to strengthen partner networks.

Skills

Customer Success

Relationship Building

Communication

Public Libraries Knowledge

Project Management

Tools

Salesforce

Job description

Job Summary

BiblioCommons is looking for a Customer Success Manager to join our growing team and support library customers in making the most of the BiblioCommons enterprise suite of products. Our mission is to support libraries in ensuring that the online public library experience is as welcoming and inspiring as a visit to a physical library. A lot of companies tout 'social impact', but at BiblioCommons we serve over 22 million diverse users each month by partnering with over 500 public libraries, mostly in Canada and the United States. Libraries are more than just book stacks—they are public spaces that foster learning, connection and community and BiblioCommons is bringing that community online with clever software that powers many of the world's largest libraries.

Job Description

We're a mission focused, passionate and tight knit team that work together to support public libraries and the online public library experience for patrons. We care deeply and genuinely about public libraries and the impact they make in their communities and want every library customer to make the most of the digital services provided by BiblioCommons as well as flourish as a member of the BiblioCommons community.

How you'll make an impact

Serve as the main Customer Success Manager contact for defined library partner accounts while participating as part of the BiblioCommons Customer Success Team to serve as a resource, trusted advisor, and advocate for all partner libraries. Ensure library partners are leveraging their BiblioCommons products and services effectively and realize the value in being BiblioCommons customers and part of the BiblioCommons community. Utilize AI tools to increase efficiency and effectiveness in order to spend more time with library partners and working on projects that benefit the public libraries we serve. Identify potential or current issues and opportunities faced by customers and champion improvements internally by monitoring, analyzing, and addressing escalated priority support or implementation issues and sharing customer priorities with Product, Development, Engineering, and Services teams. Deepen and expand the BiblioCommons Community by developing relationships and identifying opportunities for growth. Schedule, lead and document regular library partner check-in calls, communications and follow up, and ensure customer accounts are updated in the BiblioCommons CRM while helping to define and monitor key indicators of library partner engagement. Facilitate regional meetups and in-person visits to libraries across Canada and the United States in order to build and strengthen the BiblioCommons community, keep libraries informed of roadmap plans and new enhancements, and to ensure alignment between libraries' priorities and BiblioCommons strategic priorities. Present or facilitate sessions to share product updates and best practices at conferences, library staff days, and webinars including participating in the planning and execution of the BiblioCon users conference and encouraging participation across library partners. Participate in regional and national conferences to represent BiblioCommons and connect with customers. Follow trends in the public library space to serve as a thought leader to partner libraries and be able to point out and share best practices or facilitate connections between partner libraries.

What you'll bring to the team

First-hand experience with BiblioCommons products which will enable you to help partner libraries make the most of their BiblioCommons subscriptions. A deep commitment to the mission of public libraries to serve and support their communities. Curiosity to dive into products, follow trends, and serve as a thought leader to partner libraries as well as an advocate and the voice of the customer within BiblioCommons. Exceptional customer service aptitude and ability to manage customer expectations with poise. Outstanding verbal and written communication skills that enable you to build strong relationships across libraries, deliver compelling presentations, help to craft value-driven marketing materials, and discuss and resolve complex issues whether you're communicating with an experienced IT professional or a Senior Executive stakeholder at a library. Creative problem solving and empathy. You listen to all perspectives, ask good questions, and work to find the best solution for all stakeholders involved. Exceptional organizational skills and the ability to learn and implement systems and processes quickly while helping to develop or improve systems and processes to improve efficiency and improve overall service to partner libraries. Ability to work both independently and collaboratively with others across departments and organizations. Big picture thinking—you see problems and opportunities before they occur and advise on how to both avoid pitfalls and leverage possibilities.

Bonus points for

• Previous experience implementing or otherwise managing BiblioCommons services and products
• Previous library experience, preferably in a public library
• Previous experience with SalesForce or other CRM
• Practical knowledge of library cataloging practices, Integrated Library Systems (ILSs) and domain knowledge about the world of public libraries and issues they face
• Expertise in data analytics, website design, UX, or marketing

Compensation

$75,000 to $85,000 CAD depending on experience

Worker Type

Regular

Number of Openings Available

2

BiblioCommons builds software that transforms the public library's essential online services— their website, catalog, events calendar, and app— from transactions to integrated experiences that delight over 10 million library patrons. BiblioCommons is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, colour, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.