[IRTalk] Fwd: [dspace-community] POSITION–DuraSpace seeks Hosted Services Customer Specialist

Hilton Gibson hilton.gibson at gmail.com
Thu Aug 18 15:19:06 SAST 2016


*Hilton Gibson*
Stellenbosch University Library

---------- Forwarded message ----------
From: Carol Minton Morris <cmmorris at duraspace.org>
Date: 18 August 2016 at 14:30
Subject: [dspace-community] POSITION–DuraSpace seeks Hosted Services
Customer Specialist
To: DSpace Community <dspace-community at googlegroups.com>

*===please share, apologies for cross posting===*

August 18, 2016

Read it online: http://duraspace.org/jobs

*Hosted Services Customer Specialist Position Description*

Responsible for managing the lead to sale process of DuraSpace hosted
services (DuraCloud <http://www.duracloud.org/>, DSpaceDirect
<http://www.dspacedirect.org/>, ArchivesDirect
<http://www.archivesdirect.org/>) including customer service, product
pricing, new account set up, onboarding and training.  Manages the suite of
exsisting services to ensure successful management of customers and
continued growth.

Full text of the job description for this position may be found below or
download the PDF:

[image: PDF icon]Hosted Services Customer Specialist.pdf

Interested and qualified individuals may submit their resume to*
jobs at duraspace.org
<jobs at duraspace.org?subject=Hosted%20Services%20Customer%20Specialist>.*

*Primary Duties and Responsibilities*

*Customer Support Management *

   - Provide timely follow-up to all sales leads
   - Answer initial questions and provide customized sales quotes
      - Serve as a liaison between potential customers and development team
      throughout sales process
      - Conduct information/sales sessions and demos for potential
      customers and provide timely responses to inquiries as requested by
      potential customers
   - Maintain the sales cycle of each contact/lead; streamline sales
   workflow wherever possible
   - Manage new account set-up to ensure customer satisfaction
      - Ensure customers are able to upload, ingest, and use DuraCloud and
      DSpaceDirect and have received appropriate support for ArchivesDirect
      through training sessions, information sessions, and effective
      communication mechanisms
      - Setup and administer cloud provider accounts and associated
      - Create and manage DuraCloud customer accounts
      - Create and manage DSpaceDirect customer accounts
      - Complete vendor registrations and miscellaneous procurement
      documents (as needed)
   - Implement and enhance customer support workflow, processes, and
   systems, and ensure effective use by customers and staff
   - Manage annual invoicing, renewals, and payments for service customers
   - Manage existing business relationships with: Amazon, Internet2, SDSC,
   Chronopolis, DPN
   - Create and produce training materials, including but not limited to
   support documentation, training videos, information sessions, and webinar

*Marketing Support*

   - Assist in the execution of annual marketing plan in collaboration with
   Director of Marketing and Communications, including assisting in production
   of blog posts, press releases, user stories, etc.
   - Support annual sales plan for all services
   - Assist in all outreach and sales efforts implementing effective
   measures to advertise to targeted markets

*Organizational Support*

   - Participate in organization and team meetings
   - Participate in discussions of web properties, research,
   implementation, and updates
   - Maintain service customer data in Zoho CRM
   - Maintain and update web site content (DuraCloud, DSpaceDirect,
   ArchivesDirect, and DuraCloud Vault) as needed


   - Bachelor’s degree in business, marketing, information management or
   related field; or a minimum of four years of related experience or
   training; or the equivalent combination of formal education and experience.
   - Experience working with technology; ability to communicate effectively
   with technical staff and customers of various technical skill levels.
   - Ability to interpret sales performance and market trend information.
   - Proficient in Microsoft Office Suite applications and contact
   management software; experience with cloud-based technologies preferred.
   - Able to work as a team player, has the ability and desire to work
   cooperatively with others on a team; takes initiative and demonstrates
   interest, skill, and success in motivating and mentoring others to work
   together, particularly when team members are volunteers with limited time
   and interests of their own.
   - Maintains courteous and effective working relationships with internal
   and community members/customers, partners, vendors and/or any
   other representatives of external organizations.
   - Effective communication skills: Able to communicate effectively both
   in person, in writing, and virtually using a variety of media
   and technologies.
   - Demonstrates initiative and is able to work with no or very limited
   direction or instruction; Anticipates and identifies priorities and knows
   when collaboration or discussion is necessary; Ability to effectively deal
   with ambiguity without guidance.
   - Effective problem-solving and analytical skills and able to identify
   and resolve problems in a timely manner; Gathers and analyzes
   information skillfully; Develops alternative solutions; Works well in group
   problem solving situations.
   - Successful project management skills and able to communicate changes
   and progress, keep on task and completes projects on time and within budget.


   - Follow Monday – Friday, business day schedule in mostly Eastern Time
   - Part-Time, minimum 20 hours per week.
   - Contractor position with opportunity to become permanent.
   - Work from a virtual office and have access to necessary hardware to
   effectively perform responsibilities.
   - Occasional evening and weekend work may be necessary based on business
   - Travel may be necessary to ensure attendance at meetings, conferences,
   or industry events.

*About DuraSpace*

DuraSpace is an independent 501(c)(3) not-for-profit organization providing
leadership and innovation for open technologies that promote durable,
persistent access to digital data. We collaborate with scholarly,
scientific, cultural, and technology communities by supporting open source
projects and creating services to help ensure that current and future
generations have access to our collective digital heritage.

DuraSpace is an affirmative action/equal opportunity employer committed to
diversity, equity, and inclusiveness.  We offer a competitive salary and
benefits package, a work-from-home lifestyle, and a supportive peer group.

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