Manager, Customer Satisfaction - EBSCOed

EBSCO International is the international operations group of EBSCO Information Services (EIS).  EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

EBSCOed by Stacks Solutions is seeking a Customer Satisfaction Manager for our EBSCOed products. The Customer Satisfaction Manager will report to the Senior Product Engagement Manager and will be instrumental in defining new operational standards, policies, and procedures for the Customer Satisfaction team to help drive engagement and outstanding support services to our partners, customers & end users.

Customer Satisfaction Manager Responsibilities

• Analyze and report on Key Performance Indicators (SLAs, satisfaction scores, etc.)
• Communicate effectively with customers and team members using clear and concise written and verbal language.
• Monitor Ticket status and follow-up to ensure all customer contacts are complete
• Provide regular coaching and feedback to CustStat Representatives
• Support a broad array of customer service and support inquiries through initial submission and escalated tickets.
• Work with Product Owners / Platform Admins to report issues and communicate product/service changes.

Required Skills & Experience

• 4-5 Years working in a SaaS organization's customer service, technical support, or training role
• Strong analytical & troubleshooting abilities
• Minimum 2 years of supervisory experience in a service setting
• Familiarity with Help Desk or Support desk software
• Familiarity with Content Management Software (CMS), Learning Management Software (LMS) or Student Information Systems (SIS)
• Positive demeanor and can-do attitude

Preferred Skills & Experience

• Excellent Time Management and organizational skills
• Familiarity or experience working in the Workforce or Education sector
• Experience with the Stacks Platform