Customer Operations Specialist

  • Full-time

Job Description

 

VitalSource®, an Ingram Content Group (ICG) company is hiring for a Customer Operations Specialist to contribute to our Customer Success team in Raleigh, NC.  As the Customer Operations Specialist, you will provide direct support to the Customer Success team in the day-to-day management of institutional, publisher, channel, or other customers post-sale. You will analyze, manage, and properly organize customer data files. This role will require you to pay close attention to detail and be process-oriented.  The ideal candidate will enjoy working on various tasks, will have experience establishing processes, will have developed manual tasks into automated processes and created documentation, and will be a self-starter.

Required Qualifications:

  • Bachelor’s degree or directly related year for year experience
  • 1 year customer service experience
  • 2 years experience working in Excel

Preferred Skills:

  • Experience creating, establishing and documenting processes
  • Experience managing data
  • Experience in project management

Key Responsibilities:

  • Partner with the Customer Success team to support customer needs, initiatives, billing and outstanding issues.
  • Review current processes to make them more efficient and evaluate which ones can be automated.
  • Become familiar with VST business models, products, platform functionality, and operational protocol.
  • Assist in the operational aspects of the customer contract, including billing requirements, content requirements, and the service level agreement.
  • Collaborate with your team to organize and share customer information and details to support the broader organizational knowledge requirements.
  • Recognize and escalate issues of high concern for the customer.
  • Develop strong working relationship with Customer Success teams, Finance, and Product teams with an eye toward continuous process and product improvement in support of efficient and accurate business transactions.
  • Maintain strong knowledge of technology, software, integration, business models, and processes utilized across the entire Customer Success.
  • Responsible for on-going operational processes related to your assigned Customer Success team including accuracy, interpreting data, providing valuable feedback, and adapting the process as needed to ensure the best results for VST and the customer.

Additional Information

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 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.

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