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Library Consultant
2 months ago
Library Consultant - West Coast
Apply for the Library Consultant position, which is remote.
The
Library Consultant
will serve as a key liaison between product, sales, and support to improve service levels and outcomes for customers. You will lead customer engagements with libraries in support of all transactional models, including Evidence-Based Acquisition, Demand-Driven Acquisition, Approvals, and other ProQuest Books solutions.
About You – experience, education, skills, and accomplishments
MLIS is required
3 years’ experience in a library or book publishing operations or customer-facing role, including the ability to manage customer escalations and negotiate resolution
3 years of experience working with library workflows and data standards
It would be great if you also had . .
Experience in customer success or a sales role focused in the library market
Experience in academic library acquisitions, systems, and/or collections is an asset
Proven project management abilities, including strong communication and presentation skills
Ability to build strong rapport with customers, establish trust and credibility quickly, manage escalations, and negotiate resolution
Comfortable proactively reaching out and talking to customers by phone, in person, and via online meeting tools to demonstrate product features
Passion for customer success
Excellent and creative problem-solving skills
Experience working under pressure, managing uncertainty and change
Ability to juggle multiple projects with minimal supervision
Proficient in Microsoft Suite, specifically Excel and PowerPoint
Experience in consultative selling and strategic account management
Management experience
Postgraduate qualification in Library, Information Management, IT, or Business
PMP or another project management certification
Familiarity with cloud-based or SaaS products
Familiarity with Alma
What will you be doing in this role?
Work with customers to achieve their desired outcomes and maximize their value with Rialto, Oasis, and other transactional solutions through engagements designed to drive adoption and expansion
Drive business growth through greater advocacy and reference-ability within existing accounts
Serve as a trusted, strategic advisor to customers by deeply understanding their needs and maintaining regular communication
Analyze customer health and related data to identify trends and opportunities for growth. Track progress in Salesforce and other systems
Collaborate with Sales and internal stakeholders to support sales opportunities, solve issues, communicate improvements, and develop action plans for customers. Deliver top-notch service in a timely manner
Establish expertise in ProQuest systems supporting acquisition workflows. Maintain working knowledge of the capabilities of other systems
Work closely with customers to create and maintain DDA, Approval/Selection Plans, and similar programs for print and electronic books. Support initiatives to maximize sales, improve library workflow efficiencies, and retain customers
Contribute to the development of best practices and knowledge assets internally and customer-facing
About the Team
You’ll be reporting to the Senior Manager – Content & Workflow Strategy. We are a team of librarians based in the US and Canada. We work with libraries and internal stakeholders to ensure our library customers get books using their preferred selection and acquisition workflows.
Hours of Work
Full time, permanent
Although duties are typically performed during normal business hours, off-hours work/on-call shifts may be required to meet customer and/or business needs
40% travel is required
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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