Customer Operations Manager

October 8

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BibliU

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eTextbooks • Library Integration • Accessibility • Mobile App • Offline Access

51 - 200

💰 Series B on 2022-09

Description

• Customer Operations Manager you will be the main point of contact at BibliU for each customer. • Being the face of BibliU for each account. • You will work internally with various operational teams to action customer requests. • This will encompass managing the renewals, profitability and overall account health for each of your assigned customers. • The role is a blend of internal and external facing work. • Regularly meet with customers to discuss renewals, day-to-day items, and booklist management. • A large amount of operational work associated with the role - largely focused around booklist and CRM management. • Heavily involved with booklist/order management and may assist with onboarding related activities to support with spreading awareness of BibliU amongst the customers and faculty.

Requirements

• Innovative Thinker: Proactively generates inventive ideas to improve operational processes and enhance customer experiences. • Customer-Centric Expertise: Demonstrates 1-2 years of hands-on experience in direct customer interactions, with a focus on customer success or sales roles, though all customer service-related experiences are welcomed. • Negotiation Prowess: Possesses strong negotiation skills, capable of influencing others effectively to achieve positive outcomes. • Exceptional Multitasker: Excels at managing multiple projects and tasks simultaneously, ensuring deadlines are consistently met and exceeded. • Must Have: • Data Analysis Guru: Proficient in spreadsheet analysis and CRM management. With 1-2 years of experience in using Microsoft Excel or Google Sheets, you're skilled in performing tasks like index matches and pivot tables, transforming data into meaningful insights. • Self-Driven Team Player: A hardworking, goal-oriented individual who thrives both independently and collaboratively. You possess the initiative to take charge and the ability to seamlessly blend into a team-oriented environment. • Customer Engagement Expert: With 1-2 years of hands-on experience in customer-facing roles, you understand the importance of customer satisfaction and engagement. Your interpersonal skills are key in building lasting relationships. • Sales & Renewal Maestro: Equipped with 1-2 years of expertise in managing sales and renewal opportunities. Your track record showcases your ability to turn opportunities into successful deals. • Nice to Have: • Startup Enthusiast: Previous experience in a startup or scale-up environment is a plus. Your familiarity with the fast-paced startup culture adds a valuable dimension to our team. • Passion for SaaS: An interest in SaaS businesses reflects your alignment with our industry. Your enthusiasm for software-as-a-service is appreciated and contributes to our innovative atmosphere. • Startup Ecosystem Aficionado: Intrigued by the startup and investor-funded company landscape? Your curiosity about the startup and scale-up world demonstrates your eagerness to be part of a progressive, forward-thinking community.

Benefits

• 35 holiday days per year - yep, that’s not a typo! (in addition to public holidays) • Your birthday off • 12 scheduled company wellness Fridays off per year (in addition to your vacation entitlement) • Enhanced medical, vision & dental insurance (BibliU covering 70% of the premium) plus other employee benefits (BibliU covering 60% of all monthly premiums) • Slavik 401k plan (Company Match: 100% of the first 3%; 50% of the next 2%) • Enhanced maternity & paternity allowance • Monthly allowance for team activities or treats (team brunch or takeout anyone?) • Flexible working hours - we’re a remote team spread across the US, the EU, and even Australia! • Work-from-home allowance to help you set up your dream WFH station