Account Support Coordinator-Research Solutions
Would you like to be part of a team that delivers high-quality support to our customers?
Are you a passionate customer support manager motivated by client satisfaction?
About Our Team
The Account Support Department provides support to the sales force and Academic, Government and Corporate customers. Your team will be supporting electronic products, journal publications and databases within Elsevier. The Team is a part of the Global Sales Effectiveness & Services organization within Research Solutions Sales. The organization serves both the Research Solutions business globally.
About The Role
As an Account Support Coordinator (ASC) you will be responsible for delivering process excellence & data quality in contract order management and work closely with the sales team and customers to prepare subscription agreements for new and renewal business for our electronic products accurately and in line with established targets. In doing so, the goal is to achieve a high level of customer satisfaction in managing internal and external relationships while achieving the targets. Next to that, the ASC governs SOX & Elsevier business model compliancy and ensures global processes and procedures are followed properly.
Responsibilities
- Processing and completing new sales and renewals in CRM (Salesforce) for assigned sales team in line with targets.
- Analyzing usage reports and other customer information for upsell of other electronic products in selected cases.
- Executing contracts and acting as the coordinator for all correspondence and agreements from the customer. Lines up all required internal resources to get the contract executed.
- Maintaining data quality at or greater than 99.5% for agreement details in CRM.
- Communicating with customers regarding details of their license agreements, product details, quotes, etc.
- Acting as a central contact for customers and take ownership of customer issues and work with internal stakeholders (Legal, Finance, Business Development, Operations) to ensure quick resolution.
- Liaising with Operations department on a regular basis to ensure smooth handover of invoicing and entitlement activities
- Working with legal, customers, and account managers to prepare license agreements and have them approved by all parties.
- Obtaining approvals from all stakeholders for any non-standard CRM agreement.
- Creating license documents and amendments, including preparing contracts from standard templates and legal toolkits, inserting legal sentences and drafting contractual provisions in accordance with guidance from Legal. Proof read legal documents for sense, consistency, logical order, grammar, typographical errors, cross-references and adherence to document templates, including formatting, and preparing documents for signature.
Requirements
- Have 1+ years of experience in customer service/customer facing or account management role in a B2B environment. Formal Education and credentials are highly valued.
- Display intermediate to advanced skill level in Microsoft Excel.
- Experience in contract drafting, contract reviewing & negotiation dynamics is considered a plus.
- Have direct contact experience including client meetings, e-mail and telephone communications.
- Have knowledge or experience with Siebel, Salesforce or other CRM based order management systems a plus.
- Display excellent, fluency in English with excellent written and verbal communication skills.
Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
Benefits
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
About The Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
Salary Range
To be added when data can be disclosed.
