Responsibilities:
• Project Management of a variety of Client and Internal Projects
• Scope new project requirements
• Conduct software training on-site, in-house or via web
• Work with sales team to deliver unique software solution demonstration
• Represent Lucidea at tradeshows and user group meetings
• Stay abreast of the Archive, Museum, Library, KM industry issues and Lucidea products
• Provide phone and e-mail support and assistance to resolve customer issues
• Check Support email frequently throughout the day
• Communicate with the R&D team, as necessary, to expedite issue resolution
• Manage difficult customers and customer expectations effectively and professionally
• Escalate issues to manager when needed
Requirements:
• Librarian or Archivist qualifications preferred
• Knowledge of Lucidea products would be an advantage
• Work independently with limited direction and within a team
• Excellent communication, interpersonal and presentation skills
• Excellent ability to organize information with a strong attention to detail
• Excellent ability to analyze and solve problems, troubleshooting, deductive reasoning skills
• Ability to clearly document customer issues, status and resolution
• Training experience
• Commitment to customer service
• Travel to client sites as required (locally, nationally and internationally)