Keri Mattaliano

Experience

• 

  APL Associates

  Mar 2009 - Jul 2011

  Employment Specialist

  • Coordinated with the Dept. of Labor’s Division of Vocational Rehabilitation Services to provide community based job coaching to people with disabilities.• Provided Interview skills training, on-the-job training, job development, resume writing, supportive services, disability accommodations, advocacy, ect.• Taught clients to utilize public library resources effectively, including computer skills, office skills, photocopying, faxing, and scheduling.• Worked with Developmental, Neurological, and Physical disabilities Show less

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  Infotrieve

  Jul 2011 - May 2015

  • Developed a software account management strategy for Infotrieve GmbH European library software clients - focus on relationship and a high level of technical subject matter expertise.• Managed a team of eight Customer Service Specialists and Operations personnel.• Helped the European Operations team merge their processes with the US team to form a global Operations strategy.• Trained Customer Service staff on the Mobile Library (currently RightFind Enterprise) software extensively to ensure a highly technical level of service for European clients.• Assisted with transition of services and eventual closing of the office during the merger with Copyright Clearance Center. Show less • High touch relationship and technical account contact for Infotrieve's Mobile Library (now RightFind Enterprise) software library administrators - focused on building trust for client retention and upsell opportunities.• Managed top client software accounts with a focus on software and unique professional services solutions.• Track key account metrics & SLAs.• Escalation point client administrators as well as internal departments handling difficult client issues, high severity requests, or issue escalations.• Conduct end user and administrator training to help with adoption of the platform. Show less • Responsible for a high level of technical knowledge for the content management software solution, Mobile Library (currently called RightFind Enterprise), for Infotrieve, Inc..• Daily phone and email communications with and service for end users and administrators at all levels of the top R&D focused pharmaceutical, medical, technology, and food science companies in the world.• Rapid troubleshooting of highly technical and customized accounts for hundreds of clients.• Maintained SLAs for turnaround time and case management.• Reorganized and manged the book loans process to focus on speed and efficiency. Show less

  • Manager Client Support Services

    Sept 2014 - May 2015

  • Software Account Manager

    Jan 2013 - Sept 2014

  • Customer Service Specialist

    Jul 2011 - Jan 2013
• 

  Copyright Clearance Center (CCC)

  May 2015 - now

  As the subject matter expert for Information Management and library services in R&D intensive organizations (including Pharmaceuticals, Healthcare, Food, Agriculture, Chemicals, and Energy) and CCC corporate products and services, the Director, Corporate Product Solutions is responsible for corporate business decisions, success, and strategy, including:- Developing thought leadership pieces including writing case studies, presenting webinars, writing blog posts, moderating industry panels, and presenting at industry conferences to drive leads.- Define the business strategy and industry specific go-to-market plans for corporate products, including content management, library management, reference management, semantic search and enrichment, and content usage analytics software and services.- Support new sales and renewals by developing industry specific sales collateral and presentations, delivering sales training, and writing RFP responses.- Develop product strategy based on market research, usability studies, product round tables, industry forums, and direct client feedback.- Empower sales, account management, and product teams with timely market intelligence research on 3rd party tools, including battle cards, feature comparisons, and competitive playbooks.- Work with Product owners, business analysts, engineers and QA to define road-map, gather requirements, and build stories in an Agile framework. Show less The Client Services Manager is the high touch contact for CCC Software products (including the RightFind suite and IXXUS professional services) Client Administrators. I utilize superior problem solving skills as well as STEM, library sciences, and publishing industry knowledge to quickly and accurately respond to a wide variety of client inquiries and escalations. The Sr. CEM coordinates efforts with Professional Services, Customer Service, Product Management, and New Sales teams for on-going collaborative consultation to ensure clients maintain high overall customer adoption and maximum utilization of the software. • Manage top strategic corporate library clients helping to ensure retention and growth through close interaction.• Act as a strong high touch resource to client library administrators through comprehensive understanding of CCC software solutions, library workflows, and wider industry.• Conduct on-going training with library staff and researchers to ensure proper utilization and adoption of the tools.• Senior resource for internal teams, providing training and expertise regarding our clients, processes, software solutions, and history.• Analyzes and documents business problems from the customer perspective, identifies trends and recommends solutions based on the software configuration capabilities.• Escalation point for internal departments handling difficult client issues, high severity requests, or issue escalations.• Act as customer advocate to ensure that all departments understand customers’ needs and requirements to support the client libraries' strategic visions.• Conduct operational meetings presenting metrics on document delivery, turnaround time, customer service and account SLA statistics. • Pass feedback to Product Development Team in support of solution enhancements - act as the voice of the customer. Show less

  • Senior Director, Corporate Product Solutions

    Apr 2022 - now

  • Director, Corporate Product Solutions

    Jun 2020 - May 2022

  • Product Solutions Manager

    Mar 2019 - Jun 2020

  • Sr. Client Engagement Manager, Software

    May 2015 - Feb 2019