Emeryville, CA—Innovative Interfaces, a leading provider of library automation software that empowers libraries globally, announced today the launch of a new Customer Operations organization. This new organization will be under the leadership of Marina Keating, Senior Vice President of Customer Operations, and will include the current Library Success, Professional Services, Training, and Support functions.
In addition, Hilary Newman is appointed to the role of Senior Vice President of the Customer Support and Customer Success functions. As part of this role, Hilary will oversee improvements in the Customer Support experience and enhancements to the Customer Supportal.
Innovative has also launched a new Customer Success Program Management Office under Hilary’s leadership, where project managers and customer success managers will provide program and project management support for multiple initiatives designed to increase the success of our library partners.
“Innovative is focused on providing the best in market customer support and professional services necessary for our library partners to achieve continuous library success,” said Innovative CEO Jim Tallman. “We have already seen tremendous positive feedback on the changes made over the last year and by providing additional executive support for these areas, we will be able provide additional focus, technology investment and resources for the benefit of our library partners worldwide.”
Marina has extensive experience in building professional services and support organizations with a focus on maximizing delivery efficiency for client satisfaction. Marina’s background in software delivery organizations brings enterprise class process and systems to Innovative’s client operations.
Hilary holds an MLS from the University of North Texas and has been with Innovative for more than 20 years. She has extensive customer knowledge and comprehensive experience with Innovative library partners of all types, including national, academic, and public libraries.
To learn more about the Innovative Executive Team, visit the Innovative website.
Innovative (www.iii.com) provides leading technology solutions and services that empower libraries and enrich their users worldwide. Innovative offers one of the most comprehensive portfolios of library automation products on the market today, serving academic, public, national, corporate, special libraries, and consortia. Headquartered in Emeryville, California, Innovative has a global presence—serving thousands of libraries in 66 countries and offices worldwide.