Library Relations Manager - AU or NZ

at  SirsiDynix

We believe in the power of libraries. We believe in their power to transform and improve our communities. We believe that access to information is a right not a privilege, and that access to information is crucial to the health of individuals and communities everywhere. We believe in the opportunities libraries give individuals to learn, grow, and improve themselves. We believe libraries should be more than relevant, they should be universally seen as indispensable to their communities. We believe in the crucial role libraries play as a communal space for individuals to gather, connect, exchange ideas, and create.
The Library Relations Manager (LRM) will play a pivotal role in advocating for libraries by ensuring their needs are met in client care, project implementations, and product development. This position focuses on helping libraries maximize their current technology investments, ensuring they get the most out of their system to enhance ROI for both their community and staff.
Key responsibilities include orchestrating internal resources to address challenges, ensuring efficient communication, and achieving successful project outcomes. The LRM will represent customer needs within SirsiDynix, influencing product roadmaps and future service offerings.
Additionally, the LRM will keep libraries engaged and informed about SirsiDynix plans, training opportunities, user group meetings, conferences, and other events designed to foster learning and collaboration.
This is a four-day-a-week position based in Australia or New Zealand.

KNOWLEDGE AND SKILLS

• Outstanding Presentation Skills: Ability to deliver engaging and informative presentations to a variety of audiences.
• Excellent Written and Verbal Communication Skills: Proficiency in articulating complex ideas clearly and concisely, both in writing and in speech.
• Group Facilitation: Strong ability to facilitate group discussions, ensuring all voices are heard and discussions remain productive.
• Terrific Interpersonal Skills: Exceptional ability to build and maintain relationships with customers and internal teams.
• Superb Listening Skills: Active listening skills to fully understand customer needs and concerns.
• Negotiation Skills: Ability to negotiate effectively with customers and internal stakeholders to achieve mutually beneficial outcomes.
• Thorough Documentation: Meticulous in documenting customer calls, interactions, and risks to ensure clear and accurate records.

EDUCATION

• Bachelor’s degree in a related field or an equivalent combination of education and industry experience
• Graduate degree in Library Science, Library and Information Studies preferred

EXPERIENCE

• 4+ years of increasing responsibility in technical support, educational support, or sales support area; at least one or more years in a lead/senior role is preferred
• 2+ years experience with library software, SirsiDynix Symphony and/or Horizon preferred.
• 1-2 years industry experience preferred

As a Library Relations Manager, you will be responsible for managing relationships with customers primarily based in the Asia Pacific region. Your primary focus will be to maintain high quality, proactive contact with assigned customers, serving as their direct point of contact within SirsiDynix to ensure their Support, Services, and Sales needs are met.

Key responsibilities include:

• Customer Management: Maintain ongoing, proactive communication with assigned customers to ensure their needs are met and that they are receiving maximum value from SirsiDynix products.
• Internal Coordination: Work closely with multiple internal departments to address service needs, resolve complex client issues, and coordinate efforts to retain customers at risk.
• Maximize Software Value: Ensure customers are informed about new releases and existing features that align with their goals, helping them maximize the value of their software investment.
• Issue Resolution: Expedite the resolution of incidents and issues that require attention, acting as a point of escalation when necessary.
• Customer Advocacy: Communicate client product needs to the product and software development teams, representing customer interests within SirsiDynix.
• Presentation & Engagement: Present upcoming developments and company direction to key accounts, and coordinate virtual and onsite visits to clients. Attend assigned conferences and user group meetings, which may include up to 5% travel.
• Sales Collaboration: Identify sales opportunities and communicate them to the appropriate sales team.