Research Solutions

Benefits:

• Competitive salary

• Comprehensive benefits package

• Opportunities for professional development

• Opportunities for career growth

Education Requirements:

• Master’s degree in Library and Information Science (MLIS) preferred

Experience Requirements:

• 2+ years of experience in a library, academic support, or SaaS customer-facing role

Other Requirements:

• Strong understanding of library technologies, digital resources, and usage analytics (e.g., COUNTER, SUSHI, Excel, Tableau)

• Exceptional communication, instructional, and problem-solving skills in virtual settings

• Proven ability to manage multiple priorities independently in a fully remote environment

• Residency in one of the following states: CA, CT, FL, GA, ID, IL, IN, KY, MA, MD, MI, MN, NY, PA, RI, TX, UT, VA, WI

Responsibilities:

• Create and deliver customized usage and engagement reports for key institutional clients, providing actionable insights to support strategic decision-making.

• Analyze platform usage trends to support contract renewals, increase adoption, and align with client goals.

• Partner with Sales, Product, and Customer Success teams to ensure reports meet the unique needs and priorities of each client.

• Lead virtual onboarding sessions for new institutional clients, guiding them through system setup, configuration, and platform functionality.

• Design and deliver engaging training experiences, including live webinars, asynchronous tutorials, and instructional guides for librarians, faculty, and administrators.

Education Requirements:

• Bachelor’s degree in Computer Science or a related field

Experience Requirements:

• 2-3 years of experience in a QA role, with demonstrated proficiency in functional testing, defect tracking, and reporting

Other Requirements:

• Excellent problem-solving and analytical skills

• Ability to learn quickly and work independently

• Advanced English communication skills, both written and verbal

• Strong familiarity with Software Development Lifecycle (SDLC) methodologies, including both Waterfall and Agile

• ISTQB Foundation Level certification is a plus

• Must be based in Mexico

Responsibilities:

• Collaborate closely with stakeholders to understand business requirements and design comprehensive test cases.

• Conduct functional and regression testing to identify and address potential issues.

• Track and register defects, collaborating with the development team to ensure timely resolution (defect lifecycle).

• Retest applications after bug fixes to confirm effective resolution.

• Provide daily status updates to team leaders and project stakeholders.

Benefits:

• Competitive salary

• Comprehensive benefits package

• Opportunities for professional development

• Opportunities for career growth

Experience Requirements:

• 5+ years of experience in a Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment

• Proven track record of managing customer relationships, renewals, and account growth

Other Requirements:

• Strong consultative selling skills with the ability to influence and drive outcomes

• Experience working with CRM and customer success platforms (e.g., Gainsight, HubSpot, Salesforce)

• Excellent communication, presentation, and negotiation skills

• Ability to analyze customer data and translate insights into actionable strategies

• Highly organized, detail-oriented, and proactive in managing multiple accounts

• Experience working with enterprise customers and navigating complex organizational structures is a plus

• Residency in one of the following states: CT, FL, GA, IL, IN, KY, MA, MI, MN, NY, PA, RI, TX, VA, WI

Responsibilities:

• Serve as the primary point of contact for assigned accounts, ensuring a seamless customer journey.

• Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints.

• Develop a deep understanding of each customer’s business objectives and align our solutions to their needs.

• Monitor customer health scores and usage data to anticipate risks and opportunities.

• Conduct regular business reviews to showcase value, collect feedback, and identify areas for optimization.