Customer Operations Manager

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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 facing responsibilities • Being the face of BibliU at each of our customer accounts. • Discussing and managing renewal and growth opportunities with each account. • Discussing changes to pricing in order to ensure maximum profitability of each account. • Meeting with customers to handle day-to-day requests, such as platform related questions and booklist management. • Training customers on the BibliU platform and integrations. • Helping to spread awareness of BibliU across your assigned customer accounts through onboarding and training exercises. • Troubleshooting and providing white glove support and service, particularly during the beginning of each implementation season. • Internal operational responsibilities • Overseeing and managing the customer booklist and booklist related requests. • Working internally to action customer requests; such as pricing requests, requesting eBook setup, working with operational teams to resolve day-to-day customer issues/queries. • Managing operational work associated with customer renewal and growth opportunities. • Managing the CRM for each of your assigned customer accounts.

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. • Data Analysis Guru: Proficient in spreadsheet analysis and CRM management. • Self-Driven Team Player: A hardworking, goal-oriented individual who thrives both independently and collaboratively. • Customer Engagement Expert: With 1-2 years of hands-on experience in customer-facing roles, you understand the importance of customer satisfaction and engagement. • Sales & Renewal Maestro: Equipped with 1-2 years of expertise in managing sales and renewal opportunities.

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