About The Role

Essential Functions

During new customer implementation:
Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
Assists with project profiling;
Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications;
Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
Ensures that CloudSource is delivered in a way that maximizes user visibility and usage.
After a customer goes live:
Owns overall relationship with the customer once the implementation phase is completed;
Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource;
Effectively communicates application features and product information for new releases and facilitates their adoption;
Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers;
Collaborates closely with cross-functional teams at SirsiDynix to drive better results;
Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship; and
Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve.

Additional responsibilities

Perform other duties as assigned.

Knowledge and Skills

Proficiency in discovery and content platforms
Proficiency with web conferencing technology
Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
Proficiency with creating presentations using MS PowerPoint or similar applications
Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
Ability to explain technical solutions to a non-technical audience
Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
Ability to manage many individual tasks simultaneously
Excellent written and verbal communication skills
Ability to work independently with strong organizational skills and self-motivation