Description:
To excel in this role, you will need to cultivate and maintain extensive product knowledge across our ever-growing academic product portfolio. You will provide both pre- and post-sale digital training and engagement support, ensuring that our customers' curriculum needs are met and their expectations are exceeded. Additionally, you will collaborate closely with the Director of Academic Engagement to implement strategies that increase sales, product activation, and customer retention.
What You'll Do Here
- Deliver remote and/or onsite product training and onboarding for academic librarians, faculty, and students.
- Support post-sale product integration and usage strategies.
- Collaborate with Sales, Product, and Marketing teams to enhance customer experience and retention.
- Maintain and share product knowledge across Gale's complete product portfolio.
- Develop and update training materials, LibGuides, and course correlations.
- Represent Gale at academic conferences and industry events.
- Contribute to Gale's Academic Blog and social media channels.
- Provide regular updates on your assigned territory to the Director of Academic Engagement and ensure Salesforce is continuously updated regarding your customer engagements.
- Monitor customer utilization and engagement on a monthly basis and develop action plans to retain customers and increase product usage.
- Coordinate with sales representatives and other support entities within the organization to ensure strategic adoption of Gale resources at accounts.
Skills You Will Need Here
- BA/BS degree. Master's Degree preferred.
- 2+ years of experience in training, academic engagement, or related fields, 3-5 years preferred.
- Knowledge or experience in the Library Sciences/ information services industry.
- Strong training and presentation skills, including considerable public speaking experience,
- Experience designing and delivering hands-on training in academic settings.
- Effective oral and written communication skills, able to communicate clearly in virtual and in-person settings.
- Strong customer orientation and ability to build effective customer relationships.
- Ability to travel (10-15%) for onsite training and events.
- Advanced proficiency in MS Office and instructional technologies.
- Experience with LMS platforms (Canvas, Blackboard, D2L) and tools like Camtasia, Vidyard, Zoom Webinar, and Calendly.
- Recognized training certification (e.g., CITP) preferred.
- Passionate about higher education and academic success.
- Proven ability to align Gale product to courses and curriculum preferred.
- Ability to work confidently and productively in a remote setting.