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Account Support Coordinator

1 month ago

Dayton, Ohio, United States RELX Full time
About the Role

We are seeking a highly organized and detail-oriented Account Support Coordinator to join our team. As an Account Support Coordinator, you will be responsible for delivering process excellence and data quality in contract order management. You will 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.

The goal is to achieve a high level of customer satisfaction in managing internal and external relationships while achieving the targets. You will also govern SOX and Elsevier business model compliance and ensure 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.
  • 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.