Hosting Services Outreach Assistant - (U.S. Based or Canada - Remote)

Lyrasis•,

20d•$0 - $45,000•Remote

About The Position

The Hosting Services Outreach Assistant works as part of an outreach team to support the full suite of open-source hosted services: ArchivesSpace, CollectionSpace, DSpaceDirect, and DuraCloud. The Hosting Services Outreach Assistant is a key contact and maintains responsibility for ensuring potential and existing clients receive professional and accurate guidance in their use of the hosted services. This role requires someone who enjoys daily engagement with our libraries, archives and museum communities and is or becomes fluent in the benefits of working with a non-profit service provider. The Hosting Services Outreach Assistant is responsible for successfully guiding clients into the Software-as-a-Service sales process. This role facilitates both new inquiries/new clients and renewals/existing clients. Responsibilities include responding to customer queries, fulfilling new proposals, engaging in general account management activities and more. This collaborative role provides opportunities to work across functional teams, such as marketing, to develop targeted and ongoing marketing and participating in other outreach activities. The Hosting Team is strategically aligned with the Community Supported Technologies and Hosting Services Division and meaningful collaboration with the technical and program teams is a critical part of this role, as we strive to align with Program priorities and initiatives in a service environment. This position is a blend of autonomous work and team/cross team engagement with a goal of providing excellent service, subject matter expertise and a working understanding of the client's needs.

Requirements

Strong customer service orientation and interpersonal skills.
General understanding of the open-source software development process and life cycle.
General knowledge of library systems, including an understanding of archival, preservation, and digital asset management systems.
Demonstrated ability to effectively manage multiple priorities.
Must possess self-directed initiative and excel in time management, organization, and prioritization.
Ability to work independently and as a member of a team.
Ability to build relationships and work collaboratively with people and organizations internal and external to Lyrasis.
Demonstrated oral and written communication skills.
Strong attention to detail.
Strong analytical and problem-solving skills.
Bachelor's Degree in a relevant field of study or equivalent relevant work experience.
1 year of client-facing work experience.
Experience with Microsoft Office and/or GSuite products and website editors or content management programs.

Nice To Haves

Master's Degree in a relevant field of study or equivalent relevant work experience.
Experience using archive and/or other library technology - particularly open source.
3+ years of related client-facing work experience.
Familiarity with ArchivesSpace, CollectionSpace, DSpace/DSpaceDirect, DuraCloud, or other archival, collection management, digital preservation, and/or digital asset management systems.
Familiarity with Customer Relationship Management (CRM) systems and forecasting methodologies.
Familiarity with Zendesk ticketing, Basecamp, Confluence, etc.
Experience working in a library or archive.
Experience working in a remote position.

Responsibilities

Execute the hosted service outreach process with new clients, from initial inquiry through to contract completion.
Manage initial intake to determine client's needs and deliver itemized quotes based on consultation with Outreach team members.
Collaborate with multiple points of contact at an institution in order to ensure mutual contract and procurement needs are met.
Effectively communicate on-board status, observations, and needs prioritization to appropriate team members.
Ensure effective communication is provided to all clients.
Serve as the central project liaison with external partners and internal teams.
Adapt written documents in response to requests for proposals and requests for quotations, as needed.
Other project-related duties as assigned.