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<p class="MsoNormal">Project MUSE has an opening for the newly-created position of Inside Sales and Library Support Specialist, based in our office at the Johns Hopkins University Press in Baltimore, MD. The ideal candidate will have an excellent understanding
of how scholarly electronic resources are selected, acquired, managed, and made discoverable by libraries, and possess a strong service orientation along with impeccable interpersonal communication skills and an aptitude for data and numbers. Full position
description below, and more information at <a href="https://jobs.jhu.edu/job/Baltimore-Inside-Sales-and-Library-Support-Specialist-MD-21218/536705100/">
https://jobs.jhu.edu/job/Baltimore-Inside-Sales-and-Library-Support-Specialist-MD-21218/536705100/</a>. All applications must be made via the JHU Jobs site via the link above.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Position Summary:<o:p></o:p></p>
<p class="MsoNormal">The Inside Sales and Library Support Specialist contributes directly to the sustainability of Project MUSE by assisting the Sales team with a wide variety of activities targeting new sales opportunities, customer retention, and growth of
business with existing customers. The position is responsible for customer onboarding and customer success, and supporting specific customer needs and concerns unique to the library/institutional environment. Collaborating within the MUSE Sales & Marketing
team and across other departments, the position will ensure MUSE’s current and prospective library customers have the tools and information they need to maximize their investments in the platform while receiving superior service and value. The ideal candidate
will have an excellent understanding of how academic electronic resources are selected, acquired, managed, and made discoverable by libraries, and possess a strong service orientation along with impeccable interpersonal communication skills and an aptitude
for data and numbers.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Key Responsibilities:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Assist prospective customers with basic product price quotations, product information, features and benefits, and basic licensing inquiries.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Compile usage and pricing information and provide analysis to assist customers with product selection and purchasing decisions, make product recommendations and increase sales through identifying cross-selling and up-selling opportunities.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Provide first-line library customer support and receive escalated inquiries from customer service for questions related to access/authentication, metadata, cataloging and discovery, usage statistics, permitted usage, instructional
use of content, personalized tools provided by Project MUSE, and content error and website bug reports; escalate issues to technical team, publisher relations, or others as needed and coordinate on resolving customer concerns.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Assist new customers with post-purchase onboarding, including management account set-up, maximizing user discoverability of resources, provision of promotional and instructional materials, assisting with questions/issues, and
related outreach.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Create and maintain a standard library of informational correspondence to support prospective customers participating in product trials; systematize deployment of emails and materials.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>In collaboration with customer support and sales team, identify needs/opportunities for new or improved instructional and support materials, write/edit content for these materials, and work with marketing on deployment of information
through appropriate channels and media (video tutorials, printed or digital guides, Powerpoint presentation, web site, social media).<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Write/edit messages for customers concerning product or policy updates, new features, service outages or planned maintenance, and related topics; coordinate with marketing team to deploy messaging through appropriate channels
(email, web, social).<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Assist MUSE sales team with a variety of projects including preparation of individual institutional and consortium/system-level price quotations (research on participating institutions, past purchase and usage patterns, and application
of standardized discounting structures); preparation of responses to RFP/RFQ/RFI’s; preparation for customer meetings/visits; and other research/reporting tasks as directed.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Assist MUSE sales team with annual renewal efforts, including creation and dissemination of pricing spreadsheets for consortia/system customers, updating renewal correspondence templates, responding to follow-up questions.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Assist MUSE sales team and external sales agents with requests for sales and instructional materials, trial requests and orders, credentials and access for product demonstrations.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>For customers with continuous purchase programs (i.e. Evidence-Based Acquisition), support ongoing selection and order processes, review and assess orders for irregularities, resolve order issues, and track through workflow to
completion.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Collaborate with customer support in surfacing common customer issues, identifying emerging trends in support needs, and barriers to success in current processes; make recommendations for resolution or improvement.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Provide product demonstrations and customer training/support at library-facing events/exhibits, via individual customer visits, and using webinar and screen-sharing technologies.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Maintain contact information for key consortium and institutional accounts, external sales partners, and others critical to supporting customer success.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>As primary liaison between sales/marketing and customer support, ensure information flow between departments, analyze and recommend process and workflow improvements.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Maintain excellent customer service and customer relationships to encourage renewals, new and repeat sales.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>As part of Sales and Marketing team, continuously evaluate organization’s competitive advantage and unique selling position strategy, contribute ideas and feedback for marketing messaging and campaigns.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l2 level1 lfo1"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Participate in organizational growth through creative thinking, generating new ideas for customer relationship management, sales support and customer service.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Education and Experience Required:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo2"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Bachelor's degree and three years related experience.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l3 level1 lfo2"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Required Skills and Knowledge:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Excellent written and verbal interpersonal communication skills (phone, email, and chat).<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Advanced proficiency with Microsoft Excel, Word, PowerPoint, and Outlook (experience with Excel pivot tables and lookups a must).<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Experience writing technical and/or training documents.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Familiarity with common web browsers (Chrome, Firefox, IE, Safari), PC and MAC environments, and use of online electronic resources for research and education.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Understanding of library cataloging and discovery systems, tools, standards, and terminology, including MARC, KBART, RDA, LCSH.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l1 level1 lfo3"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Familiarity with institutional access and authentication and common remote access methodologies, including IP authentication, Shibboleth, referring URL, proxy servers.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Personal Skills:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Superior customer service orientation.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Excellent analytical, organizational and problem-solving skills.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Demonstrated ability to work both independently and collaboratively as part of a team.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Ability to quickly learn new subjects in a fast changing environment, and absorb new information.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Ability to plan, organize, and manage multiple priorities effectively and efficiently.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Professional, positive, and enthusiastic attitude.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo4"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Ability to travel on an occasional basis.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Preferred Qualifications:<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>An ALA-accredited master’s degree or a comparable graduate degree from a non-U.S. university.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Previous experience working in the higher education, library, educational technology, or academic publishing communities.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>General understanding of campus-level technical infrastructure and tools used by students and faculty.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Consultative sales skills and previous technical support experience a plus.<o:p></o:p></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l4 level1 lfo5"><![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]>Strong technical acumen with ability to articulate features and benefits, support and demonstrate a digital product to non-technical professionals.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">For more information and to apply: <a href="https://jobs.jhu.edu/job/Baltimore-Inside-Sales-and-Library-Support-Specialist-MD-21218/536705100/">
https://jobs.jhu.edu/job/Baltimore-Inside-Sales-and-Library-Support-Specialist-MD-21218/536705100/</a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Melanie Schaffner<o:p></o:p></p>
<p class="MsoNormal">Director, Sales & Marketing<o:p></o:p></p>
<p class="MsoNormal">Project MUSE<o:p></o:p></p>
<p class="MsoNormal"><a href="mailto:mbs@press.jhu.edu"><span style="color:blue">mbs@press.jhu.edu</span></a><o:p></o:p></p>
<p class="MsoNormal">p 410-516-3846 (Eastern Daylight Time)<o:p></o:p></p>
<p class="MsoNormal"><i>she/her/hers<o:p></o:p></i></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#C00000">New privacy regulations prevent us from sharing news and updates from Project MUSE with you unless you have opted-in to our communications. Please be sure you are on the list to get our latest news!<o:p></o:p></span></p>
<p class="MsoNormal"><a href="http://bit.ly/MUSESignUp"><span style="color:blue">http://bit.ly/MUSESignUp</span></a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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