Library Solutions Consultant
3 days ago
We are seeking a highly skilled Library Solutions Consultant to join our team at Clarivate. As a key member of our library customer success team, you will play a critical role in driving business growth and delivering exceptional service to our library customers.
Key Responsibilities- Work closely with customers to understand their needs and develop tailored solutions to maximize their value with our library transactional solutions.
- Drive business growth through strategic account management, customer advocacy, and reference-ability within existing accounts.
- Serve as a trusted advisor to customers, providing expert guidance on library workflows, data standards, and ProQuest systems.
- Analyze customer health and related data to identify trends and opportunities for growth, and track progress in Salesforce and other systems.
- Collaborate with Sales and internal stakeholders to support sales opportunities, solve issues, and develop action plans for customers.
- Establish expertise in ProQuest systems supporting acquisition workflows and maintain a working knowledge of other systems.
- Work with customers to create and maintain DDA, Approval/Selection Plans, and similar programs for print and electronic books, and support initiatives to maximize sales and improve library workflow efficiencies.
- Contribute to the development of best practices and knowledge assets internally and customer-facing.
You will be reporting to the Senior Manager - Content & Workflow Strategy, and will be part of a team of librarians based in the US and Canada. We work closely with libraries and internal stakeholders to ensure our library customers receive books using their preferred selection and acquisition workflows.
Requirements- MLIS degree required.
- 3 years' experience in a library or book publishing operations or customer-facing role, including ability to manage customer escalations and negotiate resolution.
- 3 years of experience working with library workflows and data standards.
- Experience in customer success or a sales role focused in the library market 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.
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