Emma Dodd

Customer Success Manager - Institutions @VitalSource

Milton Keynes, GB

I work as part of a team in a hybrid role to support day-to-day management and support of institutional accounts, in Europe post-sale, within an assigned book of customers.Supporting my team with training, embedding efficiency saving processes across global time zones.Ensure that all customer needs are met to including: account management, revenue retention and customer content delivery. Liaise with customer on finance and billing queries, ensure that titles are accurately distributed. Forward planning for semesters key teaching periods. Ensure that all meetings and interactions are followed up with detailed reports and clear next steps.Planning and delivery of a cadence of customer success meetings including data analysis, opportunities for upselling and liaising with different departments and groups. • Act as a liaison to several internal teams including Product, Inventory, Support, Integrations, and marketingMentoring and training of new associates to the team to ensure consistency in service delivery. Removing barriers to customer success through troubleshooting, adapting approach and close communication and relationship building with customers. Represent VitalSource at external events to identify new revenue opportunities and build on customer relations. Closely working with our marketing team to grow brand awareness and identification and contributing to case studies to share best practice.

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