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Digital Collections Success Manager

8 hours, 36 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Databricks Salesforce
Apply Now
ITHAKA

ITHAKA

ITHAKA is a nonprofit organization dedicated to enhancing access to higher education and knowledge by providing an extensive online library of digital academic resources, including journals, books, and primary sources, while also offering research and ...

Diversified Consumer Services
251-1K
Founded 1995
View All Jobs 2

Description

  • Serve as the first point of contact and partner for participating libraries using JSTOR Stewardship.
  • Lead onboarding for new institutions, including kickoff meetings and custom training sessions.
  • Support trial institutions by leading trial kickoff calls and conducting follow-up check-ins during the trial period.
  • Build and maintain relationships with practitioners, influencers, and leaders at participating accounts to drive adoption and retention.
  • Monitor account health and identify potential retention risks.
  • Act as the voice of the customer by sharing participant and market feedback with product, marketing, and leadership teams.
  • Serve as the subject matter expert for managed accounts and maintain accurate account documentation and contacts.
  • Develop and maintain engagement within the archival and special collections community to stay current on trends and best practices.
  • Support special projects as needed.
  • Collaborate with sales, marketing, product, and technical support teams to improve participant success.

Requirements

  • 3-5 years of experience in higher education or libraries, at an academic institution or vendor.
  • Demonstrated expertise in special collections, archives, or digital collections.
  • Highly organized with strong multitasking skills and the ability to manage multiple projects simultaneously.
  • Proactive self-starter who can identify tasks and independently move projects forward.
  • Excellent relationship-building and communication skills, including the ability to demonstrate tools and services via webinar and in-person workshops.
  • Ability to work effectively as part of a team and contribute ideas.
  • Strong attention to detail and a keen eye for accuracy.
  • Comfortable working with data tools such as Databricks to extract learnings and support decisions.
  • Familiarity with Microsoft Office, including intermediate Excel, and a CRM such as Salesforce.
  • Willingness and ability to travel 20-30%, including library site visits, regional conferences, and occasional trips to ITHAKA offices in New York or Ann Arbor, MI.
  • Must be able to work and reside in the continental United States.

Benefits

  • Starting salary range of $73,000 to $92,000 per year.
  • Medical, dental, and vision insurance.
  • Employer-paid 10% retirement contribution.
  • Paid parental and caregiver leave.
  • 22 days of paid time off.
  • 11 paid holidays and up to 12 paid sick days.
  • Wellness benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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