VitalSource

Customer Success Manager

• Serve as the on-campus frontline representative for the course materials affordability and access program
• Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics
• Conduct AEM/CSM provided basic faculty training on the course material adoption platform and processes
• Coordinate onsite activity with third-party fulfillment partner during distribution periods, including material receiving, inventory, and student distribution
• Monitor quality and escalate any issues to the CSM
• Maintain a visible and supportive presence during high-traffic periods
• Track and report on key metrics including student interactions, training sessions, and distribution progress
• Represent VitalSource at campus events (e.g., orientations, tabling events, resource fairs)
• Collect & summarize real-time feedback from students, faculty, and staff
• Assist in executing on-campus components of marketing and awareness campaigns
• Ensure signage and informational materials are current and placed appropriately across campus
• Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)
• Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc …)

Customer Success Specialist

Database Administrator

• Optimize critical systems and collaborate with application teams to drive efficient data usage
• Implement robust strategies for scalability, backup, and recovery
• Contribute to high-level architectural planning, ensuring data solutions support the company's long-term goals
• Monitor and fine-tune database performance; optimize queries, indexes, and caching mechanisms
• Manage user access and permissions; implement encryption, authentication, and authorization; regularly audit security configurations
• Design and maintain backup strategies; ensure data consistency and integrity
• Set up monitoring tools (e.g. New Relic, Datadog, Prometheus) for proactive issue detection
• Investigate and resolve database-related incidents; maintain high uptime through careful planning
• Participate as on-call escalation for critical database issues

Senior Database Administrator

• Oversee team development, performance metrics, and operational workflows
• Ensure timely case resolution, optimized workload distribution, and continuous improvement
• Analyze data, identify process efficiencies, and communicate trends to leadership
• Directly supervise a team of Customer Success professionals, including onboarding, training, performance management, and professional development
• Delegate tasks effectively, monitor progress, and ensure accountability
• Provide coaching, feedback, and performance reviews to direct reports
• Ensure accurate and timely completion of Salesforce queue assignments and case documentation
• Cultivate a collaborative and high-performing team culture
• Triage customer and product escalation issues

Support Engineer

• Oversee and optimize support platforms (e.g., Zendesk, Jira, Salesforce) to improve efficiency
• Implement and maintain automation, integrations, and self-service solutions to enhance support effectiveness
• Ensure documentation and workflows are up to date to streamline support processes
• Monitor system performance and identify opportunities to enhance system usability and effectiveness
• Develop and maintain dashboards and reports to track support performance, agent efficiency, and customer experience metrics
• Analyze trends in ticket volume, resolution times, and common issues to drive operational improvements
• Provide leadership with actionable recommendations based on data insights to optimize the customer support experience
• Work closely with product and engineering teams to escalate and track recurring technical issues
• Partner with support leadership to identify training needs and improve agent performance
• Collaborate with UX and product teams to enhance customer interactions and self-service options
• Monitor and assist with triaging internal communication channels (e.g., Slack, Help channels)
• Work closely with Support leadership and vendor relationship managers to implement system updates, resolve platform issues, and improve integrations
• Provide Support Manager with vendor performance evaluation based on data and metrics
• Mentor and assist Customer Support agents handling complex issues; facilitate onboarding and adoption of new tools and workflows
• Communicate and document Product updates, feature launches, and known issues to enhance agent preparedness
• Identify opportunities for process optimization and implement system improvements
• Establish best practices for system usage, workflow automation, and change management
• Drive initiatives to improve support accessibility, knowledge sharing, and overall system efficiency
• Extended hours may be required to meet critical deadlines or support essential business operations
• Other duties as assigned

Technical Support Operations Manager

• Develop and execute training programs, onboarding processes, and continuous learning initiatives to improve agent knowledge and skills.
• Design and manage a structured enablement program that aligns with technical support best practices and customer experience goals.
• Create training materials, documentation, and workshops to support ongoing agent development.
• Oversee the maintenance and enhancement of knowledge base resources to ensure accuracy, consistency, and accessibility for support teams.
• Develop and implement processes for continuous knowledge sharing and updates based on ticket trends and product changes; collaborate with cross-functional teams to ensure content alignment.
• Establish and manage quality assurance (QA) programs to evaluate agent interactions and ensure adherence to customer service standards.
• Implement feedback and coaching frameworks to help agents continuously improve their performance; analyze agent performance data and customer feedback to identify areas for improvement.
• Work with support operations to optimize agent workflows, including ticketing system enhancements and automation initiatives; identify gaps in agent tools and recommend improvements or integrations.
• Partner with operations and product teams to implement self-service improvements and proactive support solutions.
• Act as a liaison between technical support, operations, product, and engineering teams to ensure smooth enablement processes; collaborate with the Technical Support Operations Manager and leadership to align strategies and improve customer satisfaction.
• Extended hours may be required to meet critical deadlines or support essential business operations; other duties as assigned.

Technical Support Enablement Manager

Financial Planning and Analysis

• VitalSource is hiring a Finance Intern to contribute to the Finance team located in Raleigh, North Carolina.
• Support analysis, reporting, and data validation to ensure billing accuracy and integrity for Equitable Access SaaS programs.
• Review transaction-level billing data to identify errors, discrepancies, or variances and collaborate to address issues.
• Support the review of invoices for accuracy, completeness, and timely issuance; prepare and maintain billing performance reports.
• Conduct ad-hoc analyses, gather and organize data from multiple sources, and assist in documenting billing processes and controls.
• Work with cross-functional partners to investigate and resolve billing-related questions or exceptions.
• Provide support on special projects including data clean-up, reporting automation, and workflow optimization.

Finance Intern

Operations

• Develops, implements, and optimizes operational processes for the segment to enhance efficiency and productivity.
• Ensures all operational activities for the assigned segment comply with company standards, policies, and regulatory requirements, and implements quality assurance processes to maintain high standards.
• Conducts regular assessments and audits of existing processes for the assigned segment to ensure they meet organizational standards.
• Monitors and evaluates key performance indicators (KPIs) to measure operational efficiency and effectiveness.
• Analyzes operational data to identify trends, inefficiencies, and areas for improvement.
• Prepares and provides reports to internal leadership on the overall health and success of customer operational requirements based on established metrics and criteria for the assigned segment.
• Coordinates with cross-functional teams to support company-wide initiatives.
• Manages assigned segment initiatives, ensuring clear communication and timely delivery of operational solutions.
• Provides training and oversight to CS Ops and outsourced teams to ensure superior operational support for all Customer Success activities.
• Ensures operational processes align with customer needs and expectations.
• Works with customer-facing teams to address and resolve operational issues affecting customer satisfaction.
• Acts as an escalation point for segment operational concerns or issues, communicating unique requirements to support other VitalSource partner needs.