Customer Success Manager

MediSolution; Northern (KY); On-site; USD 75,000 - 85,000; Full time

Job summary

Harris is seeking a customer success liaison to guide libraries through CloudSource implementations, acting as the primary contact from kickoff and assisting with project profiling. You will advise on integration across library websites and discovery applications while supporting the rollout of new releases.

This role requires strong communication, the ability to manage multiple tasks, and experience with electronic content in the library industry.

Qualifications

• Experience in the library industry, particularly with electronic content and publishing.
• Excellent communication and collaboration skills.
• Proficiency with discovery and content platforms.
• Ability to explain technical solutions to a non-technical audience.

Responsibilities

• Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call.
• Assists with project profiling and integration planning.
• Advises on integrating CloudSource across library websites and discovery applications.
• Works with Support to troubleshoot connectivity, search results, functionality, and integration.

Job description

Essential Functions:

• Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call
• Assists with project profiling
• Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications
• Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.
• Ensures that CloudSource is delivered in a way that maximizes user visibility and usage
• Owns overall relationship with the customer once the implementation phase is completed
• Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource
• Effectively communicates application features and product information for new releases and facilitates their adoption
• Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success
• Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results
• Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers
• Collaborates closely with cross-functional teams at SirsiDynix to drive better results
• Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship
• Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve
• Additional responsibilities Perform other duties as assigned

Knowledge and Skills:

• Proficiency in discovery and content platforms
• Proficiency with web conferencing technology
• Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
• Proficiency with creating presentations using MS PowerPoint or similar applications
• Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
• Ability to explain technical solutions to a non-technical audience
• Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
• Ability to manage many individual tasks simultaneously
• Excellent written and verbal communication skills
• Ability to work independently with strong organizational skills and self-motivation

Education:

• BA/BS Degree required

Experience and Achievements:

• Experience in the library industry, particularly with electronic content and publishing

Salary Range:

• Salary Range: $75,000 - $85,000 USD per year.

Harris fournit des solutions logicielles essentielles pour le secteur public, les soins de santé, les services publics et le secteur privé en Amérique du Nord, en Europe, en Asie et en Australie. Travailler pour Harris est l'occasion idéale de réaliser vos objectifs professionnels ainsi que vos rêves personnels ! Nos employés bénéficient d'un environnement de travail décontracté qui offre un confort tout en fournissant un service de qualité supérieure à nos clients. Nous offrons un ensemble complet d'avantages sociaux ainsi que d'autres "avantages" supplémentaires ! Nous donnons à nos employés les moyens de faire la différence Nous avons une culture d'entreprise riche Nous offrons la possibilité d'apprendre Nous sommes financièrement solides et nous appartenons à la plus grande société de logiciels du Canada (CSI) On s'amuse beaucoup ! Suivez-nous sur les médias sociaux pour en savoir plus sur les valeurs, la culture et les initiatives de notre entreprise !

Harris est un employeur à égalité de chances et d'action positive. Nous considérons les candidats sans considération de race, couleur, religion, âge, origine nationale, ascendance, origine ethnique, sexe, identité de genre, expression de genre, orientation sexuelle, statut matrimonial, statut de vétéran, handicap, information génétique, statut de citoyen ou autre groupe protégé par la loi fédérale, provinciale ou locale.

Si vous souhaitez nous contacter concernant l'accessibilité de notre site Web ou si vous avez besoin d'aide pour remplir le formulaire de demande d'emploi, veuillez nous contacter au (1)-613-226-5611 ou à [e-mail]. Ces informations de contact sont uniquement destinées aux demandes d'accommodement raisonnable et ne peuvent être utilisées pour se renseigner sur le statut des candidatures.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring.

As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.