Remote Customer Operations Manager

Summary

Join BibliU as a Customer Operations Manager (COM) and be the main point of contact for each customer, working internally with operational teams to action customer requests. As a blend of internal facing (operational) and external facing (commercial) work, you will meet with customers regularly to discuss renewals, 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
• With 1-2 years of experience in using Microsoft Excel or Google Sheets, you're skilled in performing tasks like index matches and pivot tables, transforming data into meaningful insights
• A hardworking, goal-oriented individual who thrives both independently and collaboratively
• With 1-2 years of hands-on experience in customer-facing roles, you understand the importance of customer satisfaction and engagement
• Equipped 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 - yep, that’s not a typo! (in addition to public holidays)
• Your 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