VitalSource

Learning and Development

• Develops, manages, and delivers customer training programs to ensure high-value service to new and existing customers
• Partners with Sales, Customer Success, Marketing, and other functional subject matter experts to develop training requirements and content
• Develops quality and relevant training content to increase customer user adoption and continued customer utilization
• Utilizes technology and internal resources to create and deliver training with videos, documentation, webinar/virtual training, customer portals, and live training sessions at customer sites
• Develops and delivers ongoing internal training, including train-the-trainer sessions
• Recommends and implements targeted learning and organizational development solutions
• Measures the impact of instructional programs and generates appropriate metrics to demonstrate the effectiveness and return on investment of the program
• Conducts ongoing review of training content and asset library to keep assets current, relevant, and effective
• Provides level-one support to Sales and Customer Success, as needed, in answering questions regarding VST training tools and courses
• Other duties as assigned.

Customer Training Manager

Collections

• Manage and execute collection plans for a complex, high-dollar customer portfolio
• Proactively reduce past-due balances through consistent follow-up, escalation, and resolution
• Lead collection efforts on significantly aged or high-risk accounts
• Own resolution of complex billing disputes, credits, and payment delays from identification through closure
• Partner with Billing, Customer Success, and Sales to resolve issues impacting payment
• Ensure disputes are accurately documented, tracked, and followed through to payment
• Act as a trusted credit partner to internal stakeholders, providing guidance on risk, payment status, and next steps
• Lead escalations with clear recommendations, timelines, and accountability
• Communicate confidently with customers and internal leadership regarding payment expectations
• Identify trends, root causes, and inefficiencies impacting collections performance
• Recommend and support improvements to credit, collections, and dispute management processes
• Share best practices and support training of team members as needed

Senior Credit and Collections Representative

Systems Engineer

• Collaborates closely with engineering leadership on releases, technical concerns, and system performance and security
• Responsible for the overall Engineering process of team
• Communicates, manages, coordinates, and assigns tasks to team members
• Communicates clearly with project stakeholders on project roadmaps, delivery goals, impediments, delays, or issues
• Coordinates with other engineering leadership as needed to integrate, deploy, and operate services
• Has a deep understanding of technology architecture, Infrastructure as Code, systems, security models and VitalSource business models to support team services
• Manages on call rotations as needed
• Advocates on behalf of team members by securing adequate resources for success
• Leads and develops a Systems Engineering team through coaching, mentoring, and ongoing professional development

Manager, Systems Engineer

Sales Operations Manager

• Assist the sales team in managing day-to-day operations, including tracking and updating the sales pipeline, preparing reports, and ensuring accurate data entry in SalesForce.
• Monitor and analyze sales pipeline metrics to identify trends, potential opportunities, and areas of concern.
• Provide insights to the sales team to support strategic decision-making.
• Coordinate all new non-standard Deals Desk submissions to ensure consistency and support the sales team as required on booklist availability analysis, pricing and quotations.
• Manage the flow of leads from various sources, ensuring timely follow-up and accurate tracking in the CRM system.
• Conduct research on potential sales leads, gather relevant information, and book appointments for sales representatives.
• Support the sales team in maintaining strong relationships with clients, including managing communication, scheduling meetings, and handling inquiries.
• Attend meetings with the sales team, take detailed notes, and ensure follow-up actions are documented and assigned.
• Prepare regular sales reports and presentations, utilizing pivot tables in Excel to analyze data and provide actionable insights.
• Oversee and manage multiple projects simultaneously, ensuring deadlines are met and tasks are completed efficiently.
• Ensure the integrity of sales data within SalesForce, regularly updating and maintaining accurate records.
• Work closely with other departments, including Marketing, Customer Success, and Operations, to ensure a seamless sales process and excellent client experience.
• Stay informed about trends and developments in the education and publishing industries to effectively support the sales team and contribute to strategic discussions.

Customer Training Manager

Senior Credit and Collections Representative

Manager, Systems Engineer

Sales Operations Coordinator