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Senior Manager, Customer Account Management
2 months ago
This position is responsible for overseeing the administration, coordination, and management of customer support functions for SciFinder, Academic, and STN. The incumbent is responsible for ensuring the accuracy of customer master data and managing related projects. Additionally, the position involves coordinating complimentary access to CAS files/databases for training and commercialization initiatives.
Key Responsibilities- Establish and maintain accurate and timely customer accounts, including SciFinder, STN, Print/CD, CAwebEdition, Client Services, and other product offerings.
- Manage operations, including customer account setup, order processing, providing customer access to products, implementing discount plans, handling customer inquiries, and resolving problems.
- Ensure the maintenance and issuance of confidential customer information, such as passwords and system access to restricted content.
- Responsible for personnel management activities, including hiring, setting objectives, measuring performance, coaching, performance feedback, and disciplinary action.
- Communicate directly with customers in written or verbal form, including answering inquiries on pricing, invoicing, claims, and product issuance.
- Ensure staff adheres to established standards in creating and maintaining customer master data, including official legal names, preventing duplicate information, and capturing complete customer information.
- Provide free access to SciFinder and STN files for customer training and other support functions, while adhering to strict protocol and usage limits.
- Evaluate process and system support needs, recommending and implementing changes to workflow to maximize effectiveness.
- Prepare proposals for Senior Management review to address policy exceptions or special pricing arrangements.
- Develop, maintain, and manage process documentation efforts to ensure accurate work instructions and proper QA controls.
- Bachelor's Degree in Business, Marketing, or related field.
- 8 or more years of direct sales operations experience.
- Minimum 4 years in a management role supervising direct reports.
- Strong management acumen to direct a large staff supporting multiple product lines with tight service level objectives.
- Proven leadership skills to inspire, motivate, and develop the team.
- Demonstrated ability to work with the team to identify and implement process improvements.
- Strong understanding of business priorities and ability to partner with commercialization teams to shape strategy and approach for sales and marketing initiatives.
- Strong interpersonal, written, and verbal communication skills.
- Ability to develop a strong understanding of product lines supported and SAP functional knowledge.
- Excellent customer-focused service attitude and demonstrated flexibility to adapt to rapid change within a sales environment.
- Proactive focus on accuracy and operational cost efficiency.
- Ability to handle complex issues requiring innovative solutions and strong analytical, problem-solving, and conceptual skills.
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.
