Customer Operations Manager (COM)

at  BibliU

CUSTOMER OPERATIONS MANAGER

Position Title: Customer Operations Manager (COM)
Reports to: Head of US Customer Success and Operations
Location: US (Remote)
Contract type: Permanent, Full-time

ABOUT BIBLIU

BibliU is an award-winning digital learning platform that provides easy access to textbooks and reading materials, making learning more equitable and effective. We partner with over 3,000 educational publishers, including Pearson, Oxford University Press, and Wiley, to offer a wide range of high-quality content to students. Our platform provides rich engagement data to academics and allows students to find information faster. We have disrupted the textbook industry by reducing the cost of education significantly and increasing publisher sales.
Founded in late-2015, we are a rapidly growing company transforming the way students and educators access and interact with learning materials. Our revenue has grown rapidly, with 150% YoY growth in the last three years. Last year, we raised $21m in a Series B funding round led by Nesta Impact Investments, with participation from Guinness Asset Management, Stonehage Fleming, and Oxford Science Enterprises.
We are a diverse and inclusive team of professionals who are passionate about education and technology. Our culture is fast-paced, innovative, and dynamic, and we are always looking for talented individuals to join our team. If you are looking for a challenging and rewarding career in EdTech, BibliU is the perfect place for you. Join us and help revolutionise the way students and educators access and interact with learning materials.

POSITION OVERVIEW

As a Customer Operations Manager (COM) you will be the main point of contact at BibliU for each customer - being the face of BibliU for each account - and will work internally with the various operational teams to action customer requests. This will encompass managing the renewals, profitability and overall account health for each of your assigned customers.
The role is 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.
There will be a large amount of operational work associated with the role - largely focussed around booklist and CRM management.
Following customer meetings, there will be internal work to complete by working across operational teams to complete tasks.
During the main implementation seasons - which generally align with the start of Fall, Spring and Summer of the academic calendar - you will be heavily involved with booklist/order management and also may assist with onboarding related activities to support with spreading awareness of BibliU amongst the students and faculty at our customer accounts.
As a Customer Operations Manager you will report to the ‘Head of US Customer Success and Operations’.

WHAT WE ARE LOOKING FOR:

We are seeking an enthusiastic and versatile candidate who thrives in a dynamic, high-energy environment, displaying a passion for embracing change and driving innovation. As our ideal candidate, you possess a natural ability to generate creative ideas, enhancing operational efficiency, and elevating customer satisfaction to new heights. Your 1-2 years of hands-on experience in direct customer interactions are highly valuable, and while expertise in customer success or sales-focused roles is advantageous, we also consider all relevant experience within customer service.

Customer facing 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.

Internal operational responsibilities

• 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.