Manager Customer Implementation \u0026 Support

Manager of Customer Implementation and Support Services

PTFS is a leader in digital content management solutions, content digitization, and library services/solutions, serving more than 500 organizations around the world.

This position is responsible for day-to-day management of the LibLime Support Team and the Knowvation TAC team. Both Teams are responsible for implementing new customers on the Bibliovation or Knowvation systems; providing customer support for current customers on either system; providing training for new and existing customers on either system; providing application testing for new releases & software corrections; and developing & maintaining the numerous user manuals, training documentation, & 'how-to' videos for each system. This position is also part of the LibLime Product Development Committee which is responsible for guiding the enhancement of the Bibliovation system relating to new functionality, software corrections, security support, and interaction with the LibLime cloud engineering resources provided by corporate IT. This position also provides Project Management support for various new and existing corporate customers.

ROLE AND RESPONSIBILITIES

• As a member of the Project Management team, participate in the implementation process for new Bibliovation and Knowvation customers. Identify customer needs and create a detailed project schedule. Work with LibLime IT staff to install and test customer system and new releases. Work with Knowvation IT staff to install and test customer systems and new releases. Work with the LibLime and TAC teams as well as the customer to refine policies and procedures for a new installation. Oversee the initial and final production data loads and go-live.
• As a member of the LibLime Customer Support team, provide first and second tier support for all Bibliovation customers. Recreate reported problems and suggest a fix to the customer, if possible. Open development tickets for problems requiring code fixes and work with developers to test and approve the fixes.
• As the manager of the Knowvation TAC team, guide and assist the team in providing first and second tier support for all Knowvation customers. Recreate reported problems and suggest a fix to the customer, if possible. Open development tickets for problems requiring code fixes and work with developers to test and approve the fixes. Identify workflows in Knowvation that can be enhanced at the application level to allow the customer to take complete control of the product and thus have less reliance on Knowvation TAC to perform portions of certain tasks or system configuration changes.
• Participate in support, upgrade, and enhancement projects as required by LibLime customers and Knowvation customers.
• Provide support for LibLime customer upgrades (both sandbox and production). Make sure customers are aware of new or changed features that might affect them. Work with customers to adapt local customizations or settings in the new version as needed. Test each upgraded site before releasing it to the customer.
• Oversee Knowvation customer upgrades by guiding the TAC team.
• Participate in the creation of user manuals, release notes, and other documentation related to Bibliovation and Knowvation.
• Supervise the creation of "how to" documents and videos for the Support Center Solutions section for both products.
• Supervise the scripting and recording of training videos for specific modules or processes for both products.
• Be able to ascertain when incoming customer requests exceed standard support obligations and thus may require quotes from Sales for add-on work.
• Identify potential new areas of development or enhancement in Bibliovation and/or Knowvation and be able to explain those ideas to the respective development teams.
• Participate in staff meetings and design efforts as well as any other duties assigned by management.

Mandatory Qualifications and Education Requirements:

• Undergraduate degree in business, management, or a related discipline
• Five+ years of increasing experience in the web-based information management software product industry as either an administrative user or an employee of a product manufacturer (electronic records management, digital content management systems, library management software solutions, etc.)
• 10+ years overall professional work experience with 5 plus years in personnel or project management
• Ability to receive a PMP certificate within 12 months of hire
• General understanding of information system architecture and modular design utilizing a role-based permission structure
• Self-motivation and ability to maneuver in a multitasking environment with a customer-centric support focus
• Strong technical writing skills
• Ability to communicate in both technical and non-technical language with customers and colleagues
• In-depth knowledge of the MARC and Dublin Core metadata structures
• Prior industry experience in digital content management products, library science management products, and/or electronic records management products
• Prior professional work experience in an information repository or related cultural institution such as a library, records management office, archives, or museum

Preferred Qualifications and Education Requirements:

• Master's degree in a Library or Information Science discipline
• Eight+ years' increasing experience managing customer support and service personnel
• Demonstrative system administrative experience with information delivery systems
• Hold any type of federal government clearance
• Ten years of increasing experience in the web-based information management software product industry as either an administrative user or an employee of a product manufacturer (electronic records management, digital content management systems, library management software solutions, etc.)
• Software design and testing experience with web-based products
• Experience with AWS services
• Understanding of FedRAMP, DISA, or related security certification programs
• Proven technical writing experience such as user manuals or design documents
• Prior experience working with federal government contract processes

WORKING CONDITIONS/PHYSICAL FACTORS

Full-time teleworking position in a home office; or full-time corporate office space in Rockville, MD.; or a combination of the two as approved by corporate management. May sometimes require travel and/or assignment nationwide to information science trade shows, conferences, and onsite customer presentations or training sessions.

Benefits:

• 15 days paid time off per year
• 11 paid holidays per year
• Medical, Dental & Vision
• 401(k) Plan with matching
• Tuition assistance
• Disability insurance