Accessit Customer Experience Specialist

Company Overview Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience. Position Overview This position supports customers across Follett Software’s international product portfolio and customers. As a Customer Experience Specialist with onboarding responsibilities, you will be part of a global team responsible for delivering onboarding assistance, “Getting Started” training, and ongoing customer support to schools and institutions around the world. The role plays a key part in ensuring our customers experience a seamless journey from implementation through everyday use and gain lasting value from Follett Software’s solutions. While your initial focus will be on supporting Accessit Library, this role may also provide training and support for other Follett products as our international portfolio continues to grow. Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Deliver engaging and effective ‘New Customer Care’ and “Getting Started” programs to new customers.
• Support existing customers with solutions and ensure they are using the software effectively for their purposes.
• Support new customers migrating to Follett products by coordinating with librarians, IT specialists, and internal teams to ensure a smooth and successful onboarding experience.
• Partner with the International Onboarding and Data Services Team to manage scheduling, address migration challenges, and resolve post-migration issues.
• Contribute to the ongoing refinement of onboarding and support processes to deliver improved customer outcomes.
• Use project management and support systems to track progress, manage communications, and maintain accurate customer records.
• Provide timely, professional, and high-quality support via phone, email, and remote tools to assist customers and associated personnel.
• Collaborate with internal teams to ensure all training content reflects current product functionality, updates, and best practices.
• Facilitate virtual and in-person training sessions, workshops, and product demonstrations for both new and existing customers as required.
• Create, maintain, and continuously improve training materials, learning guides, and customer communication resources.
• Develop and host webinars and online sessions to enhance customer knowledge, engagement, and product adoption.
• Maintain up-to-date knowledge of all Follett Software products beginning with Accessit Library as well as related integrations, add-ons, and supporting technologies.
• Stay informed about value-add services and complementary products such as SCIS, Syndetics, Titlewave, and other Follett peripherals.
• Collaborate with the global Customer Experience Team, attending regular international meetings and sharing best practices.
• Report to and support the Manager, Customer Experience UK and Europe , while also liaising with global leaders
• Participate in customer and industry events such as Accessit Roadshows, user group meetings, librarian workshops, and conferences.
• Other tasks and duties as assigned.

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Professional Experience

• Bachelor’s degree or Diploma in Library and Information studies, Information Technology, or a related field, or equivalent work experience.
• 1-3 years’ experience in a library role.
• Experience in customer service or client-facing roles.
• Proven ability to analyse and resolve technical issues quickly and efficiently.
• A methodical approach to troubleshooting.
• Strong attention to detail and organisational skills.
• Ability to work under pressure and manage multiple priorities.
• Willingness to learn new technologies and software.
• Experience working in a collaborative environment.
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
• Proficient PC and technical/software skills.

Work Environment

• This is a remote role based in United Kingdom. Candidates must have the legal right to work in United Kingdom without sponsorship.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organisation and may be adjusted as needed.

EEO Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. Email: recruiting@follettsoftware.com CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf