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Customer Support Specialist

4 months ago

Columbus, United States Chemical Abstract Services Full time

**Customer Support Specialist**

**Location:** Columbus, OH, US, 43202 CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

**CAS is currently seeking a Customer Support Specialist. This position will be based in the US.**

**Position Summary:**

Responsible for collaborating with Sales staff in an assigned territory by providing pre and post-sale technical training and product consulting to customers worldwide. Also identifies opportunities to grow, retain, cross-sell and penetrate the customer utilizing their expertise in the product and services portfolio. Accountable for preparing and presenting instructional materials in various media for technical training events for user meetings, technical conferences, on-site customer visits, customer meetings via teleconference, and the virtual online product laboratory.

**Position Responsibilities:**

- Delivers technical instruction and demonstrations for pre and post-sale support, workshops, user meetings, technical conferences, and customer visits. The instruction may be delivered in person or remotely, may utilize stock or customized materials.

- Develops stock and customized instructional materials in various media utilizing instructional design principles, following a standard design template, incorporating technical content on product applications, and including examples relevant to the targeted audience.

- Evaluates customer information needs and matches them to appropriate products and services. Alerts sales representatives of potential sales opportunities and post-sale support needs.

- Gathers customer feedback on products, services, or policies and communicates this information to internal partners such as product development, sales representatives and sales operations.

- Provides introductory technical product application training for sales staff and agents worldwide and for other staff as needed.

- Provides product support by participating in regional and national exhibits.

- Position is based in the continental US; Western US preferred but not required. Travel has typically been about 70% in this position

**Requirements:**

* Bachelors Degree in Science related fields, business, communications or other related disciplines, advanced degree preferred

* 2 or more years of related technical sales, product training or customer service, or technical and scientific teaching experience, including post-doc positions

* Experience selling science related solutions and/or information/intellectual property with a strong capacity to articulate industry-specific value proposition to address customer pain points

* Ability to develop and design training customized materials to meet customer needs and highlight product features by explaining and demonstrating search techniques and using examples

* Strong presentation skills and ability to communicate and answer questions about product content and relevant chemical information; experience with chemical information products and services preferred

* Demonstrated experience with virtual presentation tools such as Teams, Web-Ex and other comparable tools

* Experience leveraging LinkedIn and other prospecting tools

* Experience with CRM and opportunity management systems, preferably Salesforce.com.

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran.

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