Pressbooks

Customer Support

• Build and grow client publishing programs with network managers
• Engage with authors, promote publishing on campus, design program structures, and set aligned goals
• Take handoff from Sales after client onboarding and maintain client relationships
• Conduct client check-ins and flag accounts crossing intervention thresholds to Sales and Support
• Deliver customer-success programs through training, webinars, workshops, pilots, and communities of practice
• Create video tutorials, demos, and presentations
• Identify accounts ready for additional buy-ins, add-ons, or larger tiers and provide evidence to Sales
• Research why institutions buy, stay, and leave, including funding, procurement, decision-making, competition, and value proposition
• Track the open education and edtech sector, including competitors, funding shifts, and policy changes
• Run the annual CSAT survey end to end and use results to measure NPS and understand customer usage
• Provide evidence for pricing and packaging, including willingness to pay by segment
• Develop and test the value proposition with Sales and Marketing
• Convene quarterly prioritization sessions with the UX/UI Designer and product owners
• Document decisions, disagreements, and reasoning; maintain decision records and report drift from agreed priorities
• Follow up twice yearly on product decisions and assess expected versus actual outcomes and adoption
• Brief Sales and Marketing on shipped work and its commercial implications
• Contribute the client-facing side of launches alongside Marketing
• Advocate for clients on an Internal Committee and share customer insights with Sales, Marketing, and Support
• Serve as resident expert on customer activities, effective practices, innovations, projects, and milestones
• Develop customer champions and showcase client successes through webinars, conferences, blogs, and virtual communities

Customer Experience Lead