Position Summary:

The Customer Success Manager, Asia Pacific is the key point person for managing at-risk customers by understanding their needs and concerns, creating aggressive action plans, coordinating resources to resolve problems, and generating enthusiasm for the solution.

Duties and Responsibilities:

• Project manages retention efforts for at-risk sites, including site visits, providing product expertise, facilitating activities with Support, and working with customers to expand product adoption.
• Serves as a trusted advisor to our customers by deeply understanding their needs and maintaining regular communication with them.
• Identifies leads for additional products and services that will meet the customers’ needs and increase their long-term commitment.
• Communicates improvements and outcomes of action plans for each customer.
• Interacts with multiple customers throughout the day while tracking progress and delivering top-notch customer service in a timely manner.
• Works with Marketing and Product Management to assemble and create regular consistent content for including email communications and webinars that can be deployed across regions.
• Surfaces and shares customer success stories.

Ideal Qualifications:

• Bachelor’s degree or equivalent plus a minimum of 4 years’ experience in a customer facing role, including the ability to manage customer escalations and negotiate resolution or equivalent combination of education and experience.
• Masters’ degree in Library Science or equivalent work experience will be an added advantage
• Knowledge of library industry customers and their unique needs and challenges.
• Minimum of 2 years’ experience working with Summon (preferred) or Primo.
• Must be able to build strong rapport and establish trust and credibility quickly.
• Ability to juggle multiple projects with minimal supervision.
• Excellent and creative problem-solving skills.
• Experience working under pressure, managing uncertainty and change.
• Excellent written and verbal communication skills.
• Able to communicate fluently in English and Mandarin