VitalSource®, an Ingram Content Group (ICG) company is currently recruiting for a Customer Success Manager to join our Publisher team in Raleigh. As the Customer Success Manager, you will engage remotely and onsite with a named list of key publishers to ensure that their needs are met, and drive solutions, to maximize benefit to the publisher and revenue to VitalSource.  You will also be responsible for relationship management, revenue retention, identification of areas for potential growth, and overall customer satisfaction.

Required Qualifications:

• Bachelor’s degree or directly related year for year experience
• 3 years account management experience

Preferred Skills:

• Experience with Project Management
• Experience in relationship management
• Experience presenting to clients in person and remotely
• Experience working with Salesforce

Key Responsibilities:

• Be the central day-to-day point of communication between the publisher and VitalSource; communicate and advocate individual publisher needs to internal stakeholders
• Coordinate resources within VitalSource as appropriate to meet the customer’s needs; work productively across functions with all internal stakeholders including Sales, Marketing, Finance, Product and Development 
• Ensure all aspects of the publisher engagement and contractual obligations are executed successfully
• Evaluate and monitor the overall health and happiness of the publisher, and share this information and customer insights with internal stakeholders
• Flag to the extended VitalSource team when an account is at risk, and escalate when approaching red status
• Establish and support VitalSource in developing C-level relationships between VitalSource and the publisher
• Provide opportunity leads to the sales team; this can be GP growth or add-on business
• Identify processes that need to be changed or developed to meet publisher needs
• Work with Customer Success Operations and Finance to ensure timely and accurate customer billing
• Collaborate with publishers to ensure content and metadata are optimized for full functionality in Bookshelf applications
• Provide customer training on VitalSource systems and tools for metadata and content delivery and management
• Provide communication on VitalSource software features and functionality, plus upcoming features, issues and downtime
• Gain an understanding of the basic integration set up with clients to assist in troubleshooting.

Perks/Benefits

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
  • Wellness program with access to local fitness centers and YMCA’s for one low price
• An opportunity to be part of a collaborative, open work space, where your contributions truly make a difference.
• Located in the heart of downtown Raleigh with great grub options and an YMCA in the building to work it off (employer paid subsidy offered for YMCA).
• Employer paid parking/commuter subsidy coupled with pre-tax commuter benefits for associates.
• Casual Dress Code
• Flexible Work Schedules (by team)
• Free Snacks/Drinks/Coffee
• Encouraged continued education with our tuition reimbursement program

VitalSource Technologies LLC, part of Ingram Content Group LLC, is improving the learning experience by making it easier to create and deliver effective and affordable content. The preferred choice among educational institutions and companies for digital learning materials, VitalSource® helps over 1,000 educational content providers create and deliver seamless interactive learning experiences through its exclusive Bookshelf® platform to millions of learners at 7,000 institutions. Bookshelf users opened more than 20 million digital textbooks last year and read more than 3.4 billion pages. For more information about VitalSource, visit https://get.vitalsource.com/ 

The world is reading and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, VitalSource Technologies LLC, Ingram Library Services LLC, and Tennessee Book Company LLC.

Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
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