Customer Success Manager, Credo Reference Limited, Boston, MA
Posted April 22, 2016
Department: Customer Success
Reports to: VP of Customer Success
Status: Full-time
Who We’re Looking For
We are looking for a dynamic Customer Success Manager to join our Boston office team. You will manage the Customer Success team in our efforts to build, secure, and foster mutually successful, revenue generating relationships between our librarian customers and Credo. We are looking for someone who has some experience working in a library and is passionate about supporting librarians, loves the idea of reaching out to customers to help them promote e-resources, and ideally, has experience working within, or leading, a Customer Success team in a SaaS company and is eager to bring that experience to Credo.
Key Responsibilities
- Directly supervise and mentor members of the Customer Success team
- Acquire and maintain deep product knowledge and understand its use from a customer’s perspective
- Understand and articulate your assigned customers’ needs and goals and use that information to provide valuable insights and best practices to them
- Drive initiatives in step with customers that lead to increased adoption and usage of the Credo products by end users
- Act as the customer advocate within Credo throughout the entire lifecycle of a customer account following the initial sale
- Identify and work to close upsell and cross-sell opportunities within existing customer base
- Work closely with the Sales team to pass on larger sales opportunities
- Be a communication conduit bringing feedback to the Product team
- Accurately maintain customer data and notes in Salesforce.com
- Actively participate in helping to mature the Customer Success function by suggesting process improvements and experimenting with ways to most effectively engage with customers
- Travel to lead customer workshops (1-2 overnight trips per month)
Requirements
- A mix of the following degrees and experiences:
- Academic library work experience required, MLIS preferred
- Experience working in Sales or Customer Success (or comparably named team) with a SaaS product
- Minimum of 1-2 years experience managing a small team of people
- Exceptional communication skills (in person, telephone, and writing)
- Ability to influence without direct authority
- Ability to collaborate well with internal and external partners
- Highly organized with the ability to manage a group of accounts and produce real results
- Some experience using Salesforce.com or other CRM administration
- Proficient working with various online technologies, browser based software, MS Office suite, and Google Docs
- You are committed to adopting and supporting Credo’s Core Values (see below)
Credo’s Core Values
- Service: We have an attitude of service to each other, all stakeholders, and to the society we live in.
- Humility & Humor: We take our work seriously but not ourselves.
- Innovation: We are always exploring all that is possible.
- Responsibility: We own our work, both individually and collectively.
- Teamwork: We need each other to succeed and inspire each other to bring our best selves to work.
About Credo
Credo helps institutions deliver on the promise of higher education by ensuring that students gain the critical information skills they need to effectively research, study, learn, and, ultimately, succeed. As a trusted partner, Credo has assisted more than 2,500 institutions in fulfilling their institutional missions in a cost-effective manner that allows them to deliver on the promise of higher education.
Interested candidates should e-mail cover letter and resume to [email protected].
Credo Reference Limited is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.