Customer Experience Coordinator

RedLink, Westborough, MA

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Duration: Full-Time

RedLink is a new and growing organization that brings sophisticated technology solutions to academic libraries and publishers. We develop services and products that help libraries and publishers see what they’re missing. We aim to solve old problems in new ways, and without a lot of superfluous bells and whistles. Our offerings include our Publisher and Library Dashboards, the RedLink Network, RedLink SiteLeadsTM, and a strong roadmap of offerings under development.
Because we’re growing quickly, we’re seeking a Customer Experience Coordinator, who can bring the right level of energy and sophistication to support a diverse and growing customer base.
We need a smart, market-savvy professional to help us deliver a superlative customer experience. We’re looking for someone who can work with the Director of Customer Experience and Sales to ensure a smooth transition from new sales to product implementation and account management; work with the technical team to assess implementation and enhancement deadlines so activities are coordinated and customers informed; communicate with customers to manage expectations, attend to basic customer care aspects; and help new publisher and library accounts become established on RedLink Network, including data entry tasks as needed.
We’re a collaborative team, so keeping track of things in our systems is something we expect from everyone who works at RedLink. We are also adapting and improving, so we expect everyone to listen to customers and share what they learn. Candidates with experience in customer relationship management (CRM) systems, online delivery of product demonstration and training, and the like will move to the top of the heap as we consider the applicants.
If you have excellent written and verbal skills and you're a responsible self-starter who likes seeing hard work pay off, you might be just the person for us.
Our team is blend of off-site and on-site staff.  Candidates should have the ability to work from our Westborough, MA, headquarters at least 3 days each week. This is a full-time job, and an exciting opportunity for the right person to join a growing organization.
 Role and Responsibilities
The Customer Experience Assistant supports Director of Customer Experience, the Sales team, and the Marketing function by following through on detailed work, ensuring completion of tasks, and managing vendors and relations with our technology team.
·        Work with Customer Experience Director to monitor, assign, and address incoming support requests from customers and potential customers.
·        Work with Customer Experience and Sales to manage on-boarding of new customers.
·        Work with Technology team to manage customer requests.
·        Support Marketing in customer outreach.
·        Other duties as assigned
Qualifications and Requirements
 Experience in marketing, sales, or support functions with relevant experience and skills. Familiarity with CRM software, email and online tools. Ability to work from Westborough, MA, office at least 3 days/week.
Preferred Skills
Prior customer-facing experience preferred. Familiarity with Adobe Creative Suite a plus.

About RedLink

RedLink has a unique perspective on how data can be used to help academic publishers, editors, and libraries save time, engage readers, and streamline collaborations. RedLink’s innovative solutions cut across platforms and help to unite the scholarly ecosystem. RedLink Network is our free service to libraries and publishers, allowing them to connect and collaborate to resolve access and support issues with a community-driven offering. Libraries can also retrieve usage reports via our SUSHI service, which publishers and platforms can use to eliminate load on their content delivery services. RedLink Network is a public benefit company. RedLink’s analytics products include Library Dashboard, Consortia Dashboard, and Publisher Dashboard. RedLink SiteLeads® lets publishers identify previously unknown sources of traffic at the institutional level, providing data to help start and close the sales process. Remarq® from RedLink is an editorial engagement product that decentralizes the scholarly collaboration network so that publishers can have these features on their sites, on their terms. Other new products are in development. Users of RedLink products gain new customer insights with less effort, maintain access for their constituents, and plan with more confidence.


Want to learn more about RedLink? Visit RedLink's website.