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Customer Support & Success Specialist, Credo Reference (Boston)

Department: Customer Success

Reports to: Customer Success Team Lead (currently the VP, Customer Success)

Status: Full-time

Ensuring that our customers achieve success with our library products is a component of every function in the Company and it is a core objective of this role. The Customer Support & Success Specialist will serve Credo’s customers in ways that are both reactive and proactive.  Always striving to be seen as a trusted advisor while helping the customer extract as much value out of the product as possible.

About the Job:

Drive New Revenue

Create the most appropriate, positive and impactful trial experience possible for prospects
Assist the Sales team at their request with product information or other types of sales support-  by email, phone, or Slack
execute the delivery of timely and accurate order fulfillment
Surface customer success stories that speak to the product’s value 

Drive Customer Retention

Customer Satisfaction 

Identify ways to minimize the effort required by the customer to work with Credo
Promptly and accurately respond to customer requests for support with user authentication and product integration with library systems and resources. 
Listen for or solicit customer feature feedback
Log and track product bugs and partner with Product and Platform to prioritize and communicate bug resolution back to the customer

Customer Adoption and Engagement

Support new customer onboarding process which: 
Creates a positive first impression
Creates a common understanding of the customer’s expectation and the product value drivers
Promotes adoption of the product at the customer’s institution
Minimizes “time to first value” for the customer

Drive Operational Effectiveness

Optimize and document processes
Fully leverage the functionality of current systems (zendesk, SFDC,Jira, etc)
Identify and promote the usage of new systems and tools
Reduce the cost and effort to perform lower value activities
Identify new ways to effectively execute higher value activities 
Collect and use data to support business decisions


About You:

You have proven customer service or support experience and skills working with an on-line product
You are comfortable with technical processes and learn new software quickly. Experience with proxies, SSO, and other database access types a plus.
You have strong communication skills, both verbal and written.
You have excellent organization skills and the ability to manage multiple priorities simultaneously.
You are committed to adopting and supporting Credo’s Core Values.
You reside in the Boston or NYC area, and/or are comfortable with working as a remote employee.
You have 1-3 years of experience in a similar role.
MLIS degree preferred, but not required.

Credo’s Core Values

Service:  We have an attitude of service to each other, all stakeholders, and to the society we live in.
Humility & Humor: We take our work seriously but not ourselves.
Innovation: We are always exploring all that is possible.
Responsibility: We own our work, both individually and collectively.
Teamwork: We need each other to succeed and inspire each other to bring our best selves to work.

Credo Reference Limited is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

Full/Part Time

Full Time




Closing Date

How to Apply

Candidates should apply here:


2019-07-17 |  Quick link to this job