CSM Digital

At Baker & Taylor, we are passionate about changing the world through literacy. We believe that education, access to content, and the freedom to explore are essential. We are dedicated to supporting our library partners across the world who tirelessly provide resources to foster the imagination of future generations and improve outcomes in their communities. Librarians are our heroes, and championing and supporting their work is our purpose.

Baker & Taylor is committed to embracing diversity, equity, and inclusion to create an environment that both celebrates and evolves through the unique experiences and contributions of all team members. 

• Who You Are
  • Maintain a high-touch relationship with clients by communicating with them regularly
  • You are able to understand and address customers' concerns, questions, and issues
  • You are able to manage your time efficiently to meet deadlines and achieve results
  • Acting as a liaison between internal team members and the customer
  • You are able to travel 10% -50% of the time
  • You have strong written and verbal communication skills
  • You are able to work independently and are a strong team player
  • You are computer savvy and proven to deliver high-quality work in a fast-paced environment
  • You are result-driven

• What You'll Do/ A Day In The Life Typically Includes
  • Building a relationship with the customer and internal teams
  • Maintaining the renewal and up-sell of the product
  • Leading and coordinating the customer onboarding process
  • Answer customer's questions and address concerns with internal teams
  • Conduct customer refresher training
  • Advise customer on business enhancements
  • Conduct monthly or quarterly conference calls
  • Analyze customer data and provide feedback to the customer and internal teams
  • Monitoring customer sales and order trends
  • Onsite visits

• Essential Duties and Responsibilities
  • Deliver and communicate ROI for customers throughout their lifecycle
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-selling and up-sell
  • Manage internal processes and communication – work with internal teams to resolve issues and meet requirements
  • Work closely with departments at various levels, from front line to the Senior executive management team, to ensure customer requirements are understood, deadlines are met, and customer satisfaction levels are maintained
  • Document activities, including calls, site visits, team meetings, emails, and budget reviews in salesforce
  • Work closely with customers to help them derive maximum benefit from the product(s), services, and subscriptions
  • Maintain a consistent line of communication between the customer and various internal teams
  • Conduct regular meetings with the customer through conference calls and onsite visits
  • Conduct workflow reviews to improve the customer experience through solution-based consultation
  • Manage all high-level customer and account communications
  • Responsible for developing, organizing, and maintaining call and site visit notes for all meetings and service commitment documentation, financial performance reports, and business agreements

• Work Environment

• The noise level in the work environment is usually moderate.

• Physical Demands
  • While performing the duties of this job, the employee is required to talk or hear and frequently be required to sit.
  • The employee is occasionally required to stand, walk, use hands and fingers, reach with hands and arms, and lift/move up to 10 lbs. Specific vision requirements include close vision to view PC/CRT

• Benefits 

•  Participation in company health (medical, dental) insurance plans on the 1^st of the month following your hire date

• Company short-term and long-term disability benefits
• Flexible PTO - In recognition of the professional environment in which we work, you will immediately be eligible to participate in the Company's pilot Flex PTO program.
  • Under the Flex PTO program, you may use Flex PTO each year for PTO, illness or other personal time provided good standing and subject to business needs. Importantly, there is no predefined number of Flex PTO days, nor do you earn or accrue paid time off under the Program.
• Career development and advancement opportunities
• Climate controlled facility

Qualifications

• Bachelor's degree or equivalent industry experience preferred
• Ability to anticipate the needs of the customer
• Strong technical understanding of the product
• Through knowledge of the market to remain abreast of trends/competitors
• Experience building lasting relationships
• Account managing and/or supporting software solutions
• Previous experience training and presenting materials and solutions
• Experience using and reporting from salesforce or a similar CRM system
• Excellent communication and presentation skills
• PC skills in Word, Excel, Access, PowerPoint, Outlook, and Teams are required