Director of User Services

New York, NY

ARTstor is a not-for-profit organization that assembles and makes available the ARTstor Digital Library (ADL), a collection of images and associated data for noncommercial educational and scholarly uses. ARTstor has also developed Shared Shelf, a cloud based, image management platform to meet the storage, cataloging and dissemination needs of academic institutions, scholars, museums, and publishers,. ADL and Shared Shelf are made available through site licenses with educational and other not-for-profit institutions. ARTstor is headquartered in New York, NY.

The Director of User Services is responsible for recruiting, managing, and training a team of user support specialists and assessing, tracking, encouraging, and supporting institutional participation in ARTstor and Shared Shelf (including libraries, museums, visual resource and instructional technology departments) as well as usage by end users at those institutions (including faculty, curators, and graduate and undergraduate students). User Services provides support and training services to institutions participating in ARTstor and Shared Shelf.

Primary Duties and Responsibilities:

• Assess usage and design and implement processes to expedite communication related to product support and technical issues, promote and encourage the use and adoption of ARTstor content, tools, and services across the campus.
• Play a strategic leadership role in the growth of ARTstor and what it offers to users by championing user needs, working closely with Technology staff.
• Work closely with the ARTstor Library Relations team to successfully transition and strengthen relationships with participating institutions after their initial decision to participate in ARTstor by ensuring timely set-up and continued service.
• Manage a growing team of user support specialists and assistants that provides training and support services for ARTstor participants. This includes building a scalable infrastructure that will provide highly responsive user support for a rapidly increasing user base, and overseeing a staff that is responsible for on and off-site user training, technical support, development and maintenance of online and printed documentation and training materials, and external communications about developments within the organization.

Skills:

The Director of User Services should be creative, energetic, flexible and committed to the development and delivery of high-quality services to users in the educational and arts communities. Specific required skills include:

• Significant experience in client relationship management, including a demonstrable ability to assess, devise and implement methods of encouraging usage of new technology products or technology-based services
• Proven ability to manage a medium size team of highly motivated employees and outside consultants
• Experience in establishing a user support organizational structure that will provide a top quality support service, including experience implementing systems, processes, and metrics to ensure continuous improvement in service quality
• Demonstrated capacity to work collaboratively with other senior staff across organizational boundaries
• Understanding of technology platforms and products in the realms of libraries, learning management systems, collections management systems, or other educational enterprise systems
• Proven ability to set priorities and strategically implement web-based services and products.

Qualifications:

• A bachelor's degree and graduate study, or a bachelor's degree and equivalent professional experience, in a directly relevant field.
• Significant (minimum 5 years) management experience in Client Relationship Management in an organization whose mode of product delivery has been via software or the Internet.
• Experience with Customer Interaction Management and/or Customer Relationship Management systems (knowledge of Talisma CIM a plus).
• Excellent written and oral communication skills relating to technical and non-technical subjects.
• Experience in product promotion and user retention.
• Comfort and fluency in a variety of software programs and platforms.
• Proven ability to work collaboratively, and to be able to manage multiple responsibilities, in a rapidly changing, rigorous environment.
• Proven ability to foster the professional development of staff members; Willingness to travel (including internationally) as required
• Familiarity with the ARTstor Digital Library.
• Experience in the higher educational community a plus, but not required if the candidate has demonstrable record of directly relevant transferable skills and experiences.
• Art, art history, or architectural background.

About ARTstor

ARTstor is an equal opportunity employer. ARTstor offers a competitive salary and excellent benefits. Applications for the position should be submitted to: directorus@artstor.org.

Applications will be accepted until the position is filled. No telephone calls please.