Customer Operations Manager (COM) - US

Customer Operations Manager

Position Title: Customer Operations Manager (COM)

Reports to: Director - Fulfilment, QA and Support

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 Sciences 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 ‘Director - Fulfilment, QA and Support’.

What you will be doing:

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.

Requirements

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.

Key Qualities:

• Innovative Thinker: Proactively generates inventive ideas to improve operational processes and enhance customer experiences.

• Customer-Centric Expertise: Demonstrates 1-2 years of hands-on experience in direct customer interactions, with a focus on customer success or sales roles, though all customer service-related experiences are welcomed.

• Negotiation Prowess: Possesses strong negotiation skills, capable of influencing others effectively to achieve positive outcomes.

• Exceptional Multitasker: Excels at managing multiple projects and tasks simultaneously, ensuring deadlines are consistently met and exceeded.

If you are passionate about making a difference, driving positive change, and exceeding customer expectations, we encourage you to apply and join our dynamic team.

Must Have:

• Data Analysis Guru: 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.

• Self-Driven Team Player: A hardworking, goal-oriented individual who thrives both independently and collaboratively. You possess the initiative to take charge and the ability to seamlessly blend into a team-oriented environment.

• Customer Engagement Expert****: With 1-2 years of hands-on experience in customer-facing roles, you understand the importance of customer satisfaction and engagement. Your interpersonal skills are key in building lasting relationships.

• Sales & Renewal Maestro: Equipped with 1-2 years of expertise in managing sales and renewal opportunities. Your track record showcases your ability to turn opportunities into successful deals.

Nice to Have:

• Startup Enthusiast: Previous experience in a startup or scale-up environment is a plus. Your familiarity with the fast-paced startup culture adds a valuable dimension to our team.

• Passion for SaaS: An interest in SaaS businesses reflects your alignment with our industry. Your enthusiasm for software-as-a-service is appreciated and contributes to our innovative atmosphere.

• Startup Ecosystem Aficionado: Intrigued by the startup and investor-funded company landscape? Your curiosity about the startup and scale-up world demonstrates your eagerness to be part of a progressive, forward-thinking community.

Benefits

Our benefits are all aimed at supporting a healthy work-life balance and cultivating a company culture where you can bring your whole, human self to work.

Here's what we offer:

• 🌴 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

• 🧘 Wellness perks like weekly yoga and meditation, and regular talks on topics like breathing and sleep routines

• 📚 Annual learning 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