The Customer Success Manager at Gale, part of Cengage Group, delivers high levels of account services through building and maintaining consultative relationships with customers as well as internal partners and cross-functional teams. Although separate from the sales department, this role supports sales activities through proactive calls and activities. The team is dedicated to ensuring our school library partners gain value from their electronic resources through the integration of technology, marketing, training, and support into the relationship.Job duties include, but are not limited to:New product on-boarding and implementationIncreasing exposure of electronic resources through web site review, marketing, promotion, and trainingCreating awareness and boosting usage of Gale productsConnecting libraries to support resources including website widgets, direct access URLs, database icons, promotional materials, training resources, and custom websites, MARC records, and more.Share creative ideas on how customers can demonstrate support resources to drive usage within their community or across their schoolWalk customers through Gale Admin where they can set up preferences, change or update authentication, and generate usage reports.Analysis of customer usage data of online resources

Open eBooks fosters a habit of regular, independent reading and helps to increase reading rates among disadvantaged children in the United States by providing free, unlimited digital access to thousands of current, high-quality eBooks, across diverse genres, subjects, and authors.Responsibilities:Manage the Open eBooks application, ensuring quality and relevance of digital resources.Cultivate and maintain relationships with publishers, educational partners, and distributors.Identify and engage prospective publishing partners to expand content offerings.Curate tailored reading lists and provide reader advisory services for K-12 students.Enhance collection metadata to optimize discoverability and facilitate cataloging of new acquisitions.Facilitate onboarding of new Open eBooks school districts via Clever Single Sign-On.Deliver exceptional customer support, resolving technical issues and assisting patrons via email.Analyze usage data to inform collection development strategies and feature enhancements.Drive outreach efforts to promote utilization and adoption of Open eBooks within the education community.

The EDU K-12 Digital Content Librarian's responsibilities include selecting and merchandising content to help partners build and showcase their digital collection, to increase sales and usage.Responsibilities:Collaborated with territory teams of Account Managers and Product Support Specialists to facilitate collection development for partners utilizing the Sora K-12 reading app.Managed the onboarding process for new school partners and nurtured existing partnerships to ensure contract renewals and foster growth on the Sora platform.Developed tailored collections of K-12 curricular/library content in the OverDrive Marketplace in response to partner or Account Manager requests.Curated featured collections for digital library websites in alignment with partner or Account Manager directives.Utilized CRM platform Salesforce to monitor key performance indicators (KPIs), metrics, and document customer issues for efficient resolution.Conducted comprehensive analysis of usage patterns, local demographics, publisher specials, and other relevant factors to inform strategic content acquisition decisions.Engaged in live and recorded webinars with industry stakeholders such as SLJ, Booklist, and K-12 partners to showcase OverDrive Marketplace and the Sora app.Designed and delivered engaging training presentations at conferences and teaching workshops to educate stakeholders on platform functionalities and best practices.

Led recruitment, training, and performance management of Children's Services Staff, fostering a cohesive and productive team environment.Spearheaded the development and curation of the library’s children’s print and digital media collection, ensuring alignment with educational and recreational needs.Conceptualized and executed engaging print and digital marketing campaigns to promote Children's Services programs and resources.Managed and cultivated the library's social media presence, engaging with the community and promoting library initiatives effectively.Skillfully managed budgets for Children's Services materials and programming, optimizing resource allocation and fiscal responsibility.Conducted meticulous tracking and analysis of Children's Services programming statistics, providing comprehensive reports to the State Library of Ohio and the Board of Trustees to inform decision-making and strategic planning.

- Proactively provided Reference and Reader’s Advisory services to children and their caregivers.      - Developed, planned, and implemented story sessions and other informational & recreational programs for children. - Initiated and maintained a successful community outreach program which grew to include local preschools, daycares, elementary schools, the homeless shelter, the farmer's market, and local summer camps. - Assisted and instructed patrons in the use of Library technology, services, and equipment.         - Developed and maintained assigned sections of the Children's Library collection.

- Handled complex auto, boat, and motorcycle insurance claims with a high emphasis on customer service. - Investigated insurance coverage and reviewed auto policies on a daily basis. - Completed vehicle inspections and wrote estimates for repair; monitored repairs and indemnified customers accordingly. - Recognized and awarded statewide in Michigan for outstanding customer service skills. - Started in Lansing, MI, Claims Office and re-located to Macon, GA, in October 2005.