Customer Success Manager
Harris Computer
- Location
- Onsite (Remote - Maine, Maine)
- Compensation
- $75k - $85k/yr
- Employment
- Full-time
- Level
- Mid Level
Posted 4 weeks ago
About the Role
Harris Computer is a global provider of mission-critical software solutions for public sector, healthcare, and education verticals. The Customer Success Manager drives product value and adoption for the CloudSource platform, acting as a strategic liaison to ensure customer success and satisfaction.
Skills
Customer Success
Project Management
Technical Troubleshooting
Web Conferencing
Microsoft Office
Presentation Skills
AI Tools
Communication
Relationship Management
Strategic Advising
Data Analysis
Organizational Skills
Self-motivation
Library Industry Knowledge
Electronic Content Management
Full job details
Essential Functions:
- During new customer implementation:
- Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
- Assists with project profiling;
- Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications;
- Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
- Ensures that CloudSource is delivered in a way that maximizes user visibility and usage.
- After a customer goes live:
- Owns overall relationship with the customer once the implementation phase is completed;
- Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource;
- Effectively communicates application features and product information for new releases and facilitates their adoption;
- Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
- Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
- Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers;
- Collaborates closely with cross-functional teams at SirsiDynix to drive better results;
- Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship; and
- Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve.
Additional responsibilities
- Perform other duties as assigned.
Knowledge and Skills:
- Proficiency in discovery and content platforms
- Proficiency with web conferencing technology
- Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
- Proficiency with creating presentations using MS PowerPoint or similar applications
- Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
- Ability to explain technical solutions to a non-technical audience
- Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
- Ability to manage many individual tasks simultaneously
- Excellent written and verbal communication skills
- Ability to work independently with strong organizational skills and self-motivation
Education (minimum requirements/equivalent):
- BA/BS Degree required
Experience and Achievements:
- Experience in the library industry, particularly with electronic content and publishing
Salary Range: $75,000 - $85,000 USD per year.