Position Summary:

The Customer Success Manager, (CSM) Asia Pacific is the key point person for understanding the goals and needs of academic and research libraries individually and regionally, and advising on relevant best practices. The CSM will become a trusted advisor to libraries, helping them achieve greater value through documented success plans, coordinating resources to resolve problems, and generating enthusiasm for the solution.

Duties and Responsibilities:

• Serves as a trusted advisor to our customers by deeply understanding their needs and building long term relationships.

• Identifies and documents regional best practices while also sharing global best practices across several functional domains in the library.

• Communicates progress and outcomes of success 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, including email communications and webinars that can be deployed across regions.

• Surfaces and shares customer success stories.

• Maintains a deep understanding of Ex Libris products and practices to serve as a point person for their accounts.

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.
• Understanding of automated library systems or complex enterprise applications. 
• 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 (verbal and writing) in English and Mandarin