Account and Onboarding Manager

LibraryIQ seeks a dynamic and passionate Account and Onboarding Manager to support a wide variety of library staff using LibraryIQ performance analytics tools. The Account and Onboarding Manager will lead the LibraryIQ team to ensure customer satisfaction from onboarding to training and ongoing customer service.

The Account and Onboarding Manager will resolve customer issues while proactively improving the customer experience. They will engage users to increase platform use and seek out opportunities to improve the user experience whether through recorded trainings, building marketing emails or presenting at library conferences.

Responsibilities

• Manage team focused on pre and post sales efforts as well as customer service

• Provide regular updates to managers and stakeholders on the status of activities and projects
• Proactively engage with current customers to improve the platform, present on benefits of using data in public libraries and train IQ users in order to improve library services to the public
• Develop and improve in-depth knowledge of LibraryIQ platform and current library trends
• Ensure customers get fast and thorough response to support tickets
• Keep clients engaged and regularly using LibraryIQ
• Interpret data to identify red flags and performance improvement opportunities
• Create and improve operational procedures

Requirements

• MLS or MLIS degree required  
• 3+ years of experience in library industry preferred
• Excellent communication and interpersonal skills
• Ability to lead a remote team
• Strong client service orientation
• Willingness to travel as needed
• Knowledge of library industry trends and best practices
• Knowledge of ILS and cataloging functionality
• Preferably reside in East or Central Time Zones

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Hours: 40 - Full time
• Pay range: $75,000 - $85,000