Account Support Coordinator Research Solutions

5 days ago

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

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. Your goal will be to achieve a high level of customer satisfaction in managing internal and external relationships while achieving the targets.

Responsibilities
  • Process and complete new sales and renewals in CRM (Salesforce) for assigned sales team in line with targets.
  • Analyze usage reports and other customer information for upsell of other electronic products in selected cases.
  • Execute contracts and act as the coordinator for all correspondence and agreements from the customer. Line up all required internal resources to get the contract executed.
  • Maintain data quality at or greater than 99.5% for agreement details in CRM.
  • Communicate with customers regarding details of their license agreements, product details, quotes, etc.
  • Act 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.
  • Liaise with Operations department on a regular basis to ensure smooth handover of invoicing and entitlement activities.
  • Work with legal, customers, and account managers to prepare license agreements and have them approved by all parties.
  • Obtain approvals from all stakeholders for any non-standard CRM agreement.
  • Create 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.
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.
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.

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