Nicholas James Manos
Ipswich
Summary
Customer-focused professional with 7+ years of experience driving SaaS implementation success, enhancing client relationships, and delivering value throughout the customer lifecycle. Skilled in stakeholder communication, project coordination, and technical support, with a strong ability to align client goals with product solutions to drive engagement, retention, and growth.
Overview
9
9
years of professional experience
Work History
Implementation Specialist
EBSCO Information Services
10.2017 - Current
- - Lead end-to-end onboarding and implementation of discovery and authentication platforms (SSO, SAML, OpenAthens)
- - Build strong partnerships with enterprise clients, guiding pre-sales conversations and aligning solutions to business goals.
- - Act as escalation point for complex or strategic accounts, improving retention and satisfaction.
- - Coordinate across Sales, Product, and Support teams to ensure smooth project execution and high-value delivery.
- - Spearhead process improvements for SSO implementation, reducing setup time and boosting efficiency.
- - Co-create training resources and documentation for internal enablement and customer education.
- - Highlighted in a customer spotlight for high-impact implementation results.
Technical Support Representative
EBSCO Information Services
04.2016 - 10.2017
- - Provided technical support for eBook products, maintaining strong vendor and customer relationships.
- - Trained new hires and contributed to internal training programs to elevate team skills and performance.
- - Acted as team lead for handling high-risk accounts, reducing churn through proactive engagement.
- - Exceeded team performance metrics for workload management and customer satisfaction.
- - Awarded: Customer Advocacy and Protocol (CAP) Award (Dec 2016, May 2017)
Education
B.A. - Justice Studies, Sociology
University of New Hampshire
Durham, NH09.2015
Skills
- Customer Success
- SaaS Onboarding
- B2B Engagement
- SSO & Authentication (SAML, OpenAthens)
- Cross-Functional Collaboration
- Stakeholder Communication
- Process Improvement
- NetCRM
- Rally Software
Timeline
Implementation Specialist
EBSCO Information Services
10.2017 - Current
Technical Support Representative
EBSCO Information Services
04.2016 - 10.2017
B.A. - Justice Studies, Sociology
University of New Hampshire
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