Customer Success Manager

Description

VitalSource®, is hiring five Customer Success Managers to contribute to our Customer Operations team located in Raleigh, North Carolina (hybrid setting) or remotely within the U.S. If located in Raleigh, this is a hybrid role that includes a combination of in-office days and remote work.

In this position, the CSM (campus retail focus) is responsible for managing all facets of customer relationships for our Online Store customers. This includes efficient product adoption, inventory oversight, customer service, and order fulfillment. Additionally, the role involves overseeing campus marketing initiatives, financial aid management, and commission management. The CSM ensures a seamless online shopping and product adoption experience for students, faculty, and staff.

This position will require the ability to travel to customer campuses as needed, especially during back-to-school or important campus events. 

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Key Responsibilities:

• Operations Management:
  • Run term-start checklist with customer on established timeline
  • Oversee the day-to-day operations of the online campus store, including ensuring the timely and effective execution of adoptions, order processing, shipping, distribution, and returns.
  • Communicate and advocate in terms of inventory levels and product coverage, coordinate with supply chain team, and ensure the timely availability of products.
• Financial Management:
  • Track the online store’s performance to budget, including sales forecasting
  • Collaborate with Account Development Executives (ADEs) to increase saturation of IA programs and drive digital adoptions.
  • Prepare regular financial reports and performance analyses for management.
  • Identify cost-saving opportunities without compromising service quality.
• Product Selection and Merchandising:
  • Monitor the completion, timeliness, and format of campus adoption and ordering programs, including management of textbooks, school supplies, and technology.
  • Collaborate with academic departments to ensure the availability of required course materials.
• Customer Service:
  • Ensure a high level of customer service by training and managing campus stakeholders.
  • Ensure resolution of customer issues related to orders, payments, and product inquiries promptly and effectively.
  • Train campus in most effective support channel coordination. Serve as first level escalation for campus support issues. 
• Marketing and Sales:
  • Ensure a high level of customer service by training and managing campus stakeholders.
  • Ensure resolution of customer issues related to orders, payments, and product inquiries promptly and effectively.
  • Utilize customer feedback to continuously improve the online shopping experience.
  • Train campus in most effective support channel coordination. Serve as first level escalation for campus support issues. 
• Technology and Website Management:
  • Ensure a high level of customer service by training and managing campus stakeholders.
  • Ensure resolution of customer issues related to orders, payments, and product inquiries promptly and effectively.
  • Utilize customer feedback to continuously improve the online shopping experience.
  • Train campus in most effective support channel coordination. Serve as first level escalation for campus support issues. 

Required Qualifications:

• 3-5 years of experience in retail management, e-commerce, campus sales, or a similar role, preferably in an academic or campus environment.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and customer service skills.
• Proficient in e-commerce platforms, inventory management software, and/or digital marketing tools.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Travel Requirement: Up to 50%

Preferred Skills:

• Experience in higher education or campus retail settings.
• Knowledge of textbook procurement and academic merchandise trends.
• Familiarity with data analytics and reporting tools.

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team).
• Wellness: Opportunities for fitness challenges and rewards.

Salary Range: $66,500 to $81,500