Customer Success Manager

  • Full-time

Job Description

 

VitalSource®, an Ingram Content Group (ICG) company is hiring for a Customer Success Manager to contribute to our team in Raleigh, NC.  In this role, you will work as part of a team providing day-to-day management and support of publishers or institutional, channel, or other customers, post-sale, within an assigned territory or an assigned book of customers. You’ll ensure that all customer needs are met to include; account management, revenue retention, or publisher content delivery, guidance on publisher specific platform features and VST sales channels. You will also work closely with customers to maximize their opportunities for sales growth.  The ideal candidate will have experience working with publishers and managing projects.

Required Qualifications:

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

Preferred Skills:

  • Experience working with publishers
  • Project management experience
  • Experience working with technology
  • Strong communication skills (written and verbal)
  • Familiarity with Salesforce

Key Responsibilities:

  • Provides oversight, engagement, and reporting, both internal and external, about account/publisher initiatives, needs and outstanding issues.
  • Monitors revenue, customer usage and support incidents to identify areas of risk and/or concern, when necessary.
  • Collaborates with the Account Executive to identify opportunities for growth of accounts through the introduction of new products, services and initiatives.
  • Provides project management of customer initiatives and communicates clearly around progress ensuring timely delivery of our solutions.
  • Coordinates and participates in periodic strategic account meetings and others as deemed necessary. This could include quarterly and annual business reviews, end-user trainings, focus groups, etc...
  • Maintains and regularly updates all pertinent customer information and details in Salesforce and VS systems.

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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