VitalSource®, is hiring for a Customer Operations Manager to contribute to our Customer Success team in Raleigh, NC.  As a Customer Operations Manager you will manage the operational aspects for assigned Customer Success partner teams, contributing to the development of efficient and scalable processes, while collaborating with Product developers to improve system features.

Required Qualifications:

• Bachelors’ Degree, or equivalent year for year experience
• 3 years of customer management experience
• 2 years of project or process management experience
• 2 years of working closely with product management teams

Preferred Skills:

• Ability to manage daily operational aspects across multiple systems and prioritizing multiple projects.
• Experience monitoring and auditing data, and performing in-depth analyses as needed to determine root cause of issues.
• Exceptional communication, writing, and organizational skills.
• Ability to maintain a keen attention to detail, multitask, and work well under pressure.
• Experience managing outsource team across multiple time zones.
• Proficient at developing, documenting, and implementing operational processes.

Key Responsibilities:

• Manages all the business operational requirements related to assigned internal Customer Success partner teams; ensuring all aspects are executed successfully.
• Acts as an extension of the assigned partner team; including participating in customer operational calls, attending partner team meetings, collaborating on client-specific projects, and maintaining regular touch base meetings with each partner Customer Success Managers.
• Develops strong working relationships with Customer Success, Finance, Inventory and Product teams for the purpose of continuous process and product improvement in support of efficient, accurate, and scalable business transactions.
• Maintains advanced knowledge of technology, software, integration, business models, and processes utilized across the entire Customer Success department.
• Provides project management for partner team initiatives and communicates clearly around progress ensuring timely delivery of operational solutions.
• Manages outsource teams; including be the primary day-to-day point of communication, training, and oversight of critical operational processes.
• Responsible for collaborating with key stakeholders to develop, document, implement, and train on operational processes.
• This list is not exhaustive.

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, 8 company holidays, and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
• Paid parental leave to support current associates in balancing their professional and personal lives as their families begin and grow 
• Encouraged continued education with our tuition reimbursement program
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code & Flexible Schedules (per team)
• Flexible Work Schedules (by team)

VitalSource Technologies LLC, is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://get.vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.