Remote Customer Operations Manager

Summary

Join us as a Customer Operations Manager at BibliU, where you will be the main point of contact for each customer, managing renewals, profitability, and overall account health. You will work internally with operational teams to action customer requests, meet with customers regularly, and handle day-to-day items and booklist management.

Requirements

• 1-2 years of hands-on experience in direct customer interactions
• Proficient in spreadsheet analysis and CRM management
• Self-driven team player with initiative to take charge and ability to seamlessly blend into a team-oriented environment
• Customer engagement expertise with 1-2 years of hands-on experience in customer-facing roles
• Sales & renewal expertise with 1-2 years of expertise in managing sales and renewal opportunities

Responsibilities

• Being the face of BibliU at each of our customer accounts
• Discussing and managing renewal and growth opportunities with each account
• Discussing changes to pricing in order to ensure maximum profitability of each account
• Meeting with customers to handle day-to-day requests, such as platform related questions and booklist management
• Training customers on the BibliU platform and integrations
• Helping to spread awareness of BibliU across your assigned customer accounts through onboarding and training exercises
• Troubleshooting and providing white glove support and service, particularly during the beginning of each implementation season
• Overseeing and managing the customer booklist and booklist related requests
• Working internally to action customer requests; such as pricing requests, requesting eBook setup, working with operational teams to resolve day-to-day customer issues/queries
• Managing operational work associated with customer renewal and growth opportunities
• Managing the CRM for each of your assigned customer accounts

Benefits

• 35 holiday days per year (in addition to public holidays)
• Birthday off
• 12 scheduled company wellness Fridays off per year (in addition to your vacation entitlement)
• Enhanced medical, vision & dental insurance (BibliU covering 70% of the premium) plus other employee benefits (BibliU covering 60% of all monthly premiums)
• Slavik 401k plan (Company Match: 100% of the first 3%; 50% of the next 2%)
• Enhanced maternity & paternity allowance
• Monthly allowance for team activities or treats (team brunch or takeout anyone?)
• Flexible working hours - we’re a remote team spread across the US, the EU, and even Australia!
• Work-from-home allowance to help you set up your dream WFH station