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Customer Experience Team Training & Consulting Partner

Company: ProQuest
Location: Salem
Posted on: June 9, 2021

Job Description:

ProQuest - Who we are

The ProQuest Mission: Better research. Better learning, Better insights. ProQuest enables people to change their world. ProQuest supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped ProQuest to become an industry leader in the Information Services market.

What will I be Doing?

The Customer Experience Training and Consulting Partner is responsible for educating ProQuest customers how to best use the ProQuest products and services to which they have access in order to encourage adoption, generate usage, and ultimately to retain business. This is achieved principally by delivering training and consulting services, either in person or online, and by developing high quality educational materials and services in various formats.

In this Position you will Also

  • Deliver high-quality librarian and/or end-user training utilizing approved instructional design principles.
  • Design, develop and maintain customer education materials utilizing e-learning authoring software, web-based resources, MS Suite of products and video creation software.
  • Demonstrate a high degree of instruction design competency and expertise to develop customer education materials and assets.
  • Deliver proactive consulting and education services for customers which enable them to maximize their ProQuest and Ex Libris resources.
  • Prioritize customer training and consulting engagements and identifies the best delivery approach.
  • Conduct post-training follow-up to internal and external stakeholders to ensure an outstanding customer experience, and to provide feedback to the business as required.
  • Conduct both territory and customer needs analyses to create and maintain customized training plans for customers to maximizing usage and adoption.

Qualified Candidates Must Have

  • BA degree as well as MLS or MLIS from an American Library Association (or non-US equivalent) accredited school, or at least three years' experience providing online training and customer support in a similar information services organization that sells to the library market.
  • Familiarity and proficiency with library search systems and databases.
  • Knowledge and understanding of library systems and functions, including new technologies and their applications to enhancing information services in the library market.
  • Strong ability to own and manage the education services for across a regional customer base.
  • Computer proficiency and overall technical aptitude.
  • Ability to plan, prioritize and remain organized when working on multiple tasks.
  • Obvious enthusiasm and the ability to demonstrate flexibility in adapting to change.
  • Self-starting, self-motivated, team player who possesses an ability to work independently as well.
  • Strong analytical skills and ability to work independently and demonstrate initiative in creating new opportunities.
  • Excellent interpersonal communication - spoken, written, listening and presentation skills.

It would be Awesome if you also had

  • Experience with library OPACs and other bibliographic records systems desired.
  • Experience teaching or training others, especially in a technical context.
  • Experience using academic search engines.
  • Experience writing support documentation.

Other Important Information About this Position:

  • This position is conducive to remote work.
  • Occasional travel is required up to 20%
  • This position requires weekday attendance with some scheduling flexibility available around core working hours.
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

More to love about becoming a PQ employee!

  • We offer professional development opportunities with a significant focus on learning
  • Our employee population is smart and highly collaborative
  • All of our employees have access to ProQuest research products including e-books, genealogy and academic journals




Keywords: ProQuest, Salem , Customer Experience Team Training & Consulting Partner, Other , Salem, Oregon

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