Customer Support & Success Specialist

Department: Customer Success

Reports to: Customer Success Team Lead (currently the VP, Customer Success)

Status: Full-time

Credo Reference, an entity of Infobase Holdings, seeks an enthusiastic Customer Support & Success Specialist. Ensuring our customers achieve success with our library products is a component of every function in the Company and it is a core objective of this role. The Customer Support & Success Specialist will serve Credo’s customers in ways that are both reactive and proactive. Always striving to be seen as a trusted advisor while helping the customer extract as much value out of the product as possible.

About the Job:

Drive New Revenue

Create the most appropriate, positive and impactful trial experience possible for prospects
Assist the Sales team at their request with product information or other types of sales support- by email, phone, or Slack
execute the delivery of timely and accurate order fulfillment
Surface customer success stories that speak to the product’s value

Drive Customer Retention

Customer Satisfaction

Identify ways to minimize the effort required by the customer to work with Credo

Promptly and accurately respond to customer requests for support with user authentication and product integration with library systems and resources.
Listen for or solicit customer feature feedback
Log and track product bugs and partner with Product and Platform to prioritize and communicate bug resolution back to the customer

Customer Adoption and Engagement

Support new customer onboarding process which:
Creates a positive first impression
Creates a common understanding of the customer’s expectation and the product value drivers
Promotes adoption of the product at the customer’s institution
Minimizes “time to first value” for the customer

Drive Operational Effectiveness

Optimize and document processes
Fully leverage the functionality of current systems (zendesk, SFDC,Jira, etc)
Identify and promote the usage of new systems and tools
Reduce the cost and effort to perform lower value activities
Identify new ways to effectively execute higher value activities
Collect and use data to support business decisions

About You:

You have proven customer service or support experience and skills working with an on-line product
You are comfortable with technical processes and learn new software quickly. Experience with proxies, SSO, and other database access types a plus.
You have strong communication skills, both verbal and written.
You have excellent organization skills and the ability to manage multiple priorities simultaneously.
You are committed to adopting and supporting Credo’s Core Values.
You reside in the Boston or NYC area, and/or are comfortable with working as a remote employee.
You have 1-3 years of experience in a similar role.
MLIS degree preferred, but not required.

Credo’s Core Values

Service: We have an attitude of service to each other, all stakeholders, and to the society we live in.
Humility & Humor: We take our work seriously but not ourselves.
Innovation: We are always exploring all that is possible.

Responsibility: We own our work, both individually and collectively.
Teamwork: We need each other to succeed and inspire each other to bring our best selves to work.

Credo Reference Limited is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

Credo is an information skills and solutions provider that serves over 2,500 educational institutions worldwide. We build platforms and instructional materials that enable the flexible configuration of content, technology and services for the purpose of connecting learners, faculty and teachers, librarians and publishers. Credo promotes knowledge building, problem solving and critical thinking to give people the information skills necessary for success throughout their academic, professional and personal lives. For more information on Credo, check out our website https://corp.credoreference.com/index.php