Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Timeline
Generic

ELIZABETH H. DUFFY

Shaftsbury,VT

Summary

Multi-tasking Consultant well-known for successfully taking projects from beginning stages to completion. Polished and professional offering proficiency in data analytics and library workflows. Commended for consistently meeting new technical challenges and finding solutions to satisfy customer needs. Sales professional with demonstrated success in strategic development. Confident and persuasive with exemplary product knowledge.

Overview

16
16
years of professional experience

Work History

Manager, Customer Consulting

Baker & Taylor
11.2019 - Current
  • Responsible for product management of over 90 customers in North America.
  • Oversee responsibilities of Digital Project Manager.
  • Provide training and support for data analytics customers as needed.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goalscts.
  • Development and management of collectionHQ Diversity Module.
  • Conduct frequent product and sales support webinars for internal staff, current customers and prospects.
  • Retain 92% of current paying customer base.
  • Developed service plans in consultation with clients, and performed follow-ups assessing quality of services and workflow needs.
  • Maximized performance by monitoring daily activities and mentoring team members

ESP Project Manager

Baker & Taylor
04.2016 - 11.2019
  • Provided all training and on going Customer Success support for ESP Basic, Professional and Enterprise customers.
  • Managed projects from procurement to commission.
  • Identified plans and resources required to meet project goals and objectives.
  • Worked with sales team to build ESP Enterprise leads and assist with final opportunity closure.
  • Documented business case for ESP Enterprise, including workflows, marketing material and outline of deliverables.
  • Developed collectionHQ Consulting service.
  • Identified plans and resources required to meet project goals and objectives.

CollectionHQ Account Manager

CollectionHQ
03.2012 - 04.2016
  • Responsible for training of new assigned accounts East of the Mississippi.
  • Delivered on-going training support for new and existing customers.
  • Provided in-person training for new and established accounts.
  • Organized and executed regional CHQ user-group meetings.
  • Responsible for retention of all assigned accounts for collectionHQ.
  • Used SalesForce tracking for required yearly and quarterly meetings with customers.
  • Listened attentively to customer feedback and worked with product development team to introduce new services.
  • Built and strengthened long-lasting customer relationships.

CATS Sales Coordinator

Baker & Taylor
11.2008 - 03.2012
  • Responsible for managing and maintaining current CATS business with key customers.
  • Cultivation of new CATS business, focusing on set targets and non-customers.
  • Increased yearly sales in territory by over 50%.
  • Worked with local sales force to upsell CATS products and services to existing customers.
  • Employed closing sales techniques, upselling and customer loyalty incentives to boost sales.
  • Provide marketing support for CATS-centered publications.
  • Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
  • Conducted on-site product meetings and demos to highlight features, answer customer questions and redirect concerns toward positive aspects.
  • Created trusting and consultative relationships with customers based on industry knowledge.

Collection Development Librarian

Baker & Taylor
Bridgewater, NJ
09.2006 - 10.2008
  • Provided on-going collection development services for multiple, high-profile institutional customers.
  • Profiled and instituted effective and efficient on-going collection development procedures for library customers.
  • Supported and developed new collection profiles using multiple database systems.
  • Generated subject-specific title lists for library opening day collections, and continuing title replacement lists.
  • National travel to customers with sales consultants to ensure the highest level of collection development service.

Education

Master of Library And Information Science -

University of Pittsburgh
09.2006

B.A. - English/Journalism

Montclair State University
05.2002

Skills

  • Sales
  • Marketing
  • Business Development
  • Interpersonal Communication
  • Adaptability
  • Planning and Coordination
  • Team Building
  • Customer Service
  • Product Management
  • Sales Strategies
  • Client Needs Assessment

Affiliations

American Library Association Member

Board Member, Mary Monroe Hawkins Library

Shaftsbury Elementary PTO President

Attended Library Journal's Equity, Diversity and Inclusion Professional Development Course (April, 2021)

Additional Information

  • Professional library workflow experience including extensive knowledge of Collection Development. Field sales and sales support experience. Product development and management expertise. Excellent training and customer service skills. Creative problem solver. Management experience. Mastery of Microsoft based programs, including MS Teams and SalesForce. Customer- focused professional with successful 19-year career in the library and book distribution industry. Dynamic and successful in applying problem-solving and sales growth ideas in a busy business environment.

Timeline

Manager, Customer Consulting

Baker & Taylor
11.2019 - Current

ESP Project Manager

Baker & Taylor
04.2016 - 11.2019

CollectionHQ Account Manager

CollectionHQ
03.2012 - 04.2016

CATS Sales Coordinator

Baker & Taylor
11.2008 - 03.2012

Collection Development Librarian

Baker & Taylor
09.2006 - 10.2008

Master of Library And Information Science -

University of Pittsburgh

B.A. - English/Journalism

Montclair State University

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ELIZABETH H. DUFFY