Customer Success Manager
Core
Serve as the primary liaison and advocate for library customers during CloudSource implementation and post-launch, maximizing usage and satisfaction.
Role type
Customer Success Manager
Builds
CloudSource (library discovery and content platform)
Domain
Library services / Digital content platforms
Deliverable
product features
Required skills
Discovery and content platforms proficiency, Web conferencing technology, Microsoft software (Teams, Outlook, Excel, Copilot), Presentation creation, AI tools for communication and workflow assessment, Technical solution explanation to non-technical audiences, High-volume communication management, Multitasking, Written and verbal communication, Independent work and organization
Preferred skills
Library industry experience, Electronic content and publishing experience
Technologies
CloudSource, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft Copilot, Microsoft PowerPoint
Responsibilities
Act as customer liaison and advocate from project kickoff through go-live and beyond; Assist with project profiling and integration advice for library websites; Troubleshoot connectivity, search, and functionality issues; Establish strategic advisor relationships to drive continued product value; Communicate new features and facilitate adoption; Identify insights and trends impacting customer success; Guide customers through required changes for optimal results; Represent the voice of the customer to internal teams; Act as an escalation point for customers; Maintain in-depth knowledge of CloudSource business applications.
Seniority
Individual Contributor
