Customer Operations Coordinator, BibliU

• We are seeking an enthusiastic and versatile candidate who thrives in a dynamic, high-energy environment, displaying a passion for embracing change and driving innovation
• As our ideal candidate, you possess a natural ability to generate creative ideas, enhancing operational efficiency, and elevating customer satisfaction to new heights
• Your 1-2 years of hands-on experience in direct customer interactions are highly valuable, and while expertise in customer success or sales-focused roles is advantageous, we also consider all relevant experience within customer service
• 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. With 1-2 years of experience in using Microsoft Excel or Google Sheets, you're skilled in performing tasks like index matches and pivot tables, transforming data into meaningful insights
• Self-Driven Team Player: A hardworking, goal-oriented individual who thrives both independently and collaboratively. You possess the initiative to take charge and the ability to seamlessly blend into a team-oriented environment
• Customer Engagement Expert: With 1+ years of hands-on experience in customer-facing roles, you understand the importance of customer satisfaction and engagement. Your interpersonal skills are key in building lasting relationships

Desirable

• Reports to: Head of US Customer Success and Operations
• As a Customer Operations Specialist you will support our team of Customer Operations Managers, as well as the Head of Customer Operations be the main point of contact at BibliU for each customer - being the face of BibliU for each account - and will work internally with the various operational teams to action customer requests
• This will encompass managing the renewals, profitability and overall account health for each of your assigned customers
• The role is a blend of internal facing (operational) and external facing (commercial) work. You will meet with customers periodically to discuss renewals, day-to-day items, and booklist management
• There will be a large amount of operational work associated with the role - largely focussed around booklist and CRM management
• Following customer meetings, there will be internal work to complete by working across operational teams to complete tasks
• During the main implementation seasons - which generally align with the start of Fall, Spring and Summer of the academic calendar - you will be heavily involved with booklist/order management and also may assist with onboarding related activities to support with spreading awareness of BibliU amongst the students and faculty at our customer accounts
• As a Customer Operations Specialist you will report to the ‘Head of US Customer Success and Operations'
• Representing BibliU for each of our customer accounts
• 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
• Assisting faculty, deans, and execs with using BibliU proprietary software during transition periods for a seamless experience post transition
• Coordinating and assisting the assigned Ops Manager and Bookstore Manager with 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
• Assisting with operational work associated with customer renewal and growth opportunities