ProQuest

ProQuest is committed to empowering researchers and librarians around the world. The company’s portfolio of assets -- including content, technologies and deep expertise -- drives better research outcomes for users and greater efficiency for the libraries and organizations that serve them.

ProQuest
Jan 28, 2020
Full time
Customer Enablement Manager  What will I be Doing? The Customer Enablement Manager will set the vision and the path forward for customer enablement programs during the ‘post-go-live’ phase in the customer journey, with the end goal of helping customers build confidence and accelerate adoption of our products. You will partner cross-functionally with other key stakeholders in shaping the vision, and lead a growing team of program management, knowledge and domain experts in the execution of these programs. Success in this role requires strong project management skills, a high tolerance for ambiguity, and the ability to build strong partnerships across the organization. What will I be Doing? • Responsible for managing customer adoption period (1st year after go-live) and measured by customer success with product adoption and satisfaction. • Monitor customer product utilization and work with customers to increase their product footprint. • Perform detailed business needs assessments in coordination with internal stakeholders to uncover gaps and roadblocks to product adoption and integration. • Design, implement and manage knowledge booster program for customers. • Lead a team of consultants and program managers that work directly with customers in optimizing and extending their use of Ex Libris products. Qualified Candidates Must Have... • 5-10 years in client-facing role within technology services industry, e.g. Customer Success, Enablement or Value Realization Services • 5+ years of experience directly managing a team • Outstanding leadership and communication skills and a knack for working cross-functionally, winning allies, influencing people, and an ability to keep a strong customer-focus • Demonstrated analytical and problem-solving skills All-Star Candidates Also Have... • Experience working in higher ed-tech industry Other important information about this position: • This position will be based at the Ex Libris office located in Des Plaines, IL.  • Occasional travel is required. • This position requires weekday attendance with some scheduling flexibility available around core working hours. • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible. EOE/M/F/Vet/Disabled #LI-EXLIBRIS