Henrietta Thornton Email & Phone Number

New York City Metropolitan Area

• Retain the customer success duties that I held in my previous position, described below, but now working only with customers who subscribe to Infobase's Information Literacy - Core product, instead of subscribers to Infobase's databases generally. Information Literacy - Core is SAAS that assists students with how to do research and become digitally literate, including how to use generative AI effectively and ethically.• Conduct presentations and training and maintain ongoing contact with university C-level stakeholders, librarians, teachers, and academic faculty users of our software. Customers range from large international universities to community colleges and high schools, and contacts within those range from academic deans to library assistants.• Write information literacy content for K-12, college, and university students describing how to find, evaluate, and use library resources, web materials, and generative AI platforms. • Strategize with customer librarians on how they can best explain digital literacy concepts, including generative AI usage and ethics, to their particular populations of students and faculty.• Collaborate on white papers and marketing materials that educate users about how Infobase’s products and other platforms, such as LibGuides and AI, can help them in their work, boosting renewal rates.• Work with sales, marketing, and customer success colleagues as needed, doing whatever it takes to guarantee our customers an excellent experience with our software and services and ensure that they renew.

New York, New York, United States

Greater New York City Area

• Main point of contact with library and other educational customers in 9 US states to deliver whatever they needed to make them evangelists for Infobase’s databases and SAAS products. Reached a 96% renewal rate for my territory in 2023.• From joining domestic and international sales calls to onboarding and ongoing collaboration with users, developed a strong relationship with customers to anticipate and understand their needs, goals, and any frustrations. Monitored and recorded health and support of accounts using SalesForce and JIRA.• Trained all levels of users and created materials that allowed the institution to conduct training in-house as new employees joined—but available for additional and subject-specific training as needed.• Checked in with customers periodically to discover any pain points before they became issues and to learn of new institutional goals and expectations that presented Infobase with opportunities or churn risk. • Proactively monitored customer usage statistics to anticipate any cancellation risk.• After sales and customer success calls and other interactions, presented the educator point of view to non-educator colleagues as well as informed them of any feedback, positive or negative, about the customer’s experience.• Collaborated with Infobase’s marketing team to create case studies, white papers, and webinars that are a combination of thought leadership and product and service promotion.

Baltimore, Maryland Area

• Created a newsletter for the National Information Standards Organization (NISO), working on every step from gathering and writing of material through deployment.• Wrote press releases for NISO and collaborated on writing and editing grant proposals and reports, membership brochures, and event programs.• Wrote, assigned, and edited features on trends and developments in publishing and libraries.• Wrote and edited copy for webcasts, conferences, and panels.

• Managed a nine-person team, responsible for producing Library Journal, a biweekly magazine with 150-plus reviews of print books, ebooks, and other media.• Developed and produced LJ Reviews, a newsletter featuring industry news and articles.• Assigned and edited (in Adobe InDesign) reviews of reference and science works for Library Journal.• Presented live webinars for Library Journal on various topics in librarianship and publishing.• Represented the magazine at events and on panels at national conferences such as the American Library Association (ALA) conferences and Book Expo America.

Greater New York City Area

• Assigned and edited reviews of reference works for librarians who serve children.• Contributed articles to and edited School Library Journal’s Series Made Simple supplement, which reviews K-12 series nonfiction. Work on this 72-page biannual project included contacting publishers about new series, deciding upon subject coverage, finding reviewers, and editing all reviews on deadline.• Produced Curriculum Connections, School Library Journal’s newsletter for librarians and teachers.

Master Of Library & Information Science (Mlis), Library And Information Science

Bachelor'S Degree, Social Sciences