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Engagement Manager - Research Solutions

Company: ProQuest
Location: Des Plaines
Posted on: April 8, 2021

Job Description:

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following page: Description Ex Libris - Who we are--- Ex Libris, a ProQuest company, is a leading global provider of cloud-based solutions for higher education. Offering SaaS solutions for the management and discovery of the full spectrum of library and scholarly materials, as well as mobile campus solutions driving student engagement and success, Ex Libris serves thousands of customers in 90 countries. For more information about Ex Libris, see--our--website , and join us on--Facebook ,--YouTube ,--LinkedIn ,--and--Twitter .-- Research Solutions Engagement Manager What will I be doing? The Research Solutions Engagement Manager works with Esploro customers to ensure growth in product adoption and advocacy development. This involves a wide set of approaches strategically deployed as needed for each institution and based on a standard methodology and playbook. The Research Solutions Engagement Manager also consults and works with all levels of the higher education institution. This individual must be comfortable understanding and communicating Esploro value propositions that best match each customer's need with a view to building a long-term relationship while simultaneously fostering a growth mindset. The Research Solutions Engagement Manager is also the key point person for managing at-risk customers by building relationships, understanding customers' needs and concerns, and creating action plans to help them derive more value from Esploro. Research Solutions Engagement Managers are also required to maintain strong working relationships with other customer-facing personnel in the Customer Success, Professional Services, Support, and Product Management teams. In this position, you will also---

  • --Own relationship with assigned institutional customers (libraries, faculties and research office stakeholders), with goals to increase adoption, increase satisfaction and ensure retention, fostering a growth mindset as well as advocates and champions at every institution.
  • Serve as a trusted, strategic advisor to customers by deeply understanding their needs and maintaining regular communication with them.
  • Interact with customers on a weekly basis while tracking progress and delivering top-notch customer service in a timely manner; engage with a diverse blend of personalities to reach resolution and maintain strong, professional relationships.
  • Co-develop an adoption and rollout plan with customers, identifying areas where they can improve success by utilizing products more effectively and then communicating the opportunity effectively.
  • Schedule regular meetings to review plans, assess results, and plan future adoption campaigns.
  • Collect and share best practices as well as success stories across expanding customer base.
  • Serve as the voice of the customer providing feedback to our product team.
  • Maintain customer records, document interactions, and communicate activities and status to Research Solutions Engagement, Customer Success, and Esploro Management teams.--
  • Collaborate with colleagues to develop program materials, procedures, and documentation.
  • Manage risk assessment and retention efforts for assigned sites, collaborating with colleagues to develop account strategies and provide strategic guidance.
  • Escalate issues to internal stakeholders, communicates improvements and outcomes of action plans for each customer. Reasons you should apply...
    • You enjoy being the point of contact for multiple stakeholders
    • You will serve as the voice of the customer This job may not be a fit if...
      • You don't enjoy reaching out and talking to customers by phone and demonstrating Research Solutions Engagement strategies and technical concepts via online meeting tools such as WebEx or Teams
      • You don't have passion for customer service Qualified Candidates must have---
        • Minimum 3+ years' experience in a customer facing, customer support or account management role, including ability to manage customer escalations and negotiate resolution
        • 4-year university degree
        • Must be comfortable reaching out and talking to customers by phone and demonstrating Research Solutions Engagement strategies and technical concepts via online meeting tools such as WebEx or Teams
        • Ability to create, update and deliver PowerPoint presentations or generate content in Microsoft Word
        • Impeccable written and verbal communication skills; excellent presentation skills; strong interpersonal and listening skills
        • Excellent relationship and customer management skills; able to build strong rapport and establish trust and credibility quickly
        • Ability to juggle multiple projects and competing deadlines
        • Experience working under pressure, managing uncertainty and change
        • Capacity to learn and master new technology Superstar Candidates May Also Have---
          • Masters or PhD desired Ancillary Qualifications: Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.
            • Previous experience in Customer Success, internal sales, account management or equivalent history of increasing customer satisfaction, adoption, and retention.
            • Experience in the academic community as a faculty member or research office role
            • You look for winning situations that benefit all stakeholders. Other important information about this position:
              • This position is preferably based in the Chicago Ex Libris corporate office location and may be appropriate for full or partial remote work, subject to approval. Other locations within North America may be considered for highly qualified candidates.
              • The position required weekday (Monday-Friday) attendance with flexibility to take early morning or early evening calls on a regular or semi-regular basis with global teams and customer base.
              • Every position requires certain physical capabilities. Ex Libris seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible. The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned. At ProQuest, we embrace the power of our people and value our differences - in thought, style, sexual orientation, gender identity, culture, ethnicity, and experience - recognizing that our diversity makes us a stronger company. Encouraging a diverse, inclusive workplace gives us the business advantage of understanding and meeting the needs of our diverse customers, clients, and communities. More to love about becoming a PQ employee!
                • We offer professional development opportunities with a significant focus on learning
                • Our employee population is smart and highly collaborative
                • We have a relaxed dress code--- yes, that means blue jeans (and not just on Fridays!)
                • All of our employees have access to ProQuest research products including e-books, genealogy and academic journals We work hard and have fun doing it. If you are an experience Research Solutions Engagement Manager, please consider joining our talented team!! EOE/M/F/Vet/Disabled Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: ProQuest, Des Plaines , Engagement Manager - Research Solutions, Executive , Des Plaines, Illinois

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