Customer Success Manager

A new exciting opportunity has become available with a global academic publisher, looking to appoint a Customer Success Manager to lead the development of a customer success strategy for their Library Sales Operations team.

We are looking for an attentive and empathetic sales operations professional, who is able to demonstrate a consultative approach with customers and who will try to optimise customer experience at every step of the way.

Key responsibilities include:

• Leading a small team focused on Library Sales across the EMEA region, overseeing the performance and development of direct reports
• Developing and implementing a Customer Success strategy that focuses on new ways to expand their reach throughout the EMEA region
• Helping spread brand and product awareness
• Seeking to improve customer experience by reviewing feedback and complaints
• Looking to optimise current processes and enhance Customer Success initiatives
• Collaborating to the creation of training courses and other educational resources for customers

This person will ideally have some prior knowledge of managing direct reports, and good experience in senior a customer success / sales operations role. They will be able to influence senior management and challenge processes in a constructive and positive way, always with the goal of improving customer experience. You don't necessarily need to come from a publishing background, but some familiarity with Library or Academic clients will be an advantage.

For a full description of the role, please send your CV with a brief paragraph outlining your relevant skills.

Closing Date: Early applications may be prioritised.

** Inspired Search & Selection are a publishing recruitment specialist who operate an Equal Opportunities policy. We treat all employees and job applicants fairly and equally regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

In May 2019, Inspired Search & Selection pledged to promote The Book Trade Charity. As a charity, BTBS offer financial help to people (particularly those under the age of 30) looking for jobs in the book trade, including help with interview costs, to help support paid internships and work experience and for other opportunities for development. Please follow this link to check eligibility and further support.