Customer Success Manager - UK based for Middle East Region, (Arabic Language Skills)
VitalSource®, an Ingram Content Group Company, is currently recruiting for a Customer Success Manager to join our team in Milton Keynes to manage our Middle East client base. As the Customer Success Manager, you will engage remotely and onsite with institutional, channel, or other customers, including post-sale, to ensure that their needs are met.
This person will also drive solutions, to maximize benefit to the customer and revenue to VitalSource. The Customer Success Manager will also be responsible for relationship management, revenue retention, identification of areas for potential growth, and overall customer satisfaction.
What We Offer:
An opportunity to be part of dynamic, continually growing company and culture where your contributions make a real difference and new ideas are always welcome.
Amazingly smart and dedicated teammates to collaborate with and a management team invested in your success at VitalSource.
A competitive compensation & benefits package
Cutting edge digital open source technology stacks and high volume global transactions that have a massive positive impact on students, classrooms, and institutions of higher learning.
Organiaational stability, career support, and enterprise level infrastructure support from Ingram Content Group, the world's largest and most trusted distributor of physical and digital content.
Main Responsibilities for Success:
Ensures all aspects of the customer engagement and contractual obligations are executed successfully. This includes product and service implementation, billing/finance set up, content requirements and adherence to our service level agreement.
Develops productive working relationships with all account stakeholders and engages regularly in both formal and informal capacities to stay abreast of current and future account needs.
Provides oversight, engagement, and reporting, both internal and external, about account initiatives, needs and outstanding issues.
Continuously monitors revenue, customer usage and support incidents to identify areas of risk and/or concern.
Communicates company software’s current features, upcoming features and issues, outages or maintenance items, and also communicates customer feedback to the product managers for product improvement.
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.
Prepares and provides reporting to internal leadership on overall account health and success based upon established metrics and criteria.
Advocates on behalf of customer in communicating requirements to other internal departments, product management in particular, to achieve the highest level of corporate cooperation while balancing customer satisfaction with company priorities.
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.
Recognizes and responds appropriately to escalations and issues of high concern for the customer.
Maintains expert knowledge of VitalSource business models, products, platform functionality, and operational protocol.
Operates as part of a team responsible for ensuring the success of all customer engagements within an assigned territory.
Provides superior customer service and support.
Contributes to internal company initiatives with an eye toward process development and improvement.
We would like our talented associate for this role to have at least these minimum skills & experience:
Bachelor’s degree or directly related year for year experience
Arabic speaker and reader
Proven experience of dealing with Middle Eastern Clients
Experience working in a publishing environment
3 years account management experience
Ability to travel 20%
Ability to travel internationally on a limited basis
Experience with Project Management
Ingram Content Group Inc. is one of the world's largest and most trusted distributors of physical and digital content. Thousands of publishers, retailers, and libraries worldwide use our products and services to realize the full business potential of books, regardless of format. Ingram has earned its lead position and reputation by offering excellent service and creating innovative, integrated solutions. Our customers have access to best-of-class digital, audio, print, print-on-demand, inventory management, wholesale and full-service distribution programs.
VitalSource, part of Ingram Content Group, 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 2.4 billion pages. For more information about VitalSource, visit www.vitalsource.com.