VitalSource

Customer Success Manager

• 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.

Customer Success Manager

Technical Support Operations Manager

Technical Support Enablement Manager

Finance Intern

Customer Operations Manager