Senior Manager, Customer Account Management

3 days ago


Columbus, Ohio, United States American Chemical Society Full time
Job Summary

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. They also coordinate customer master data working within established policies and manage complimentary access to CAS files/databases for training and commercialization initiatives.

Key Responsibilities
  1. Establish and implement customer accounts, orders, and product access for SciFinder, STN, and other products.
  2. Manage operations, including customer account setup, order processing, and customer access to products.
  3. Maintain and issue confidential customer information, such as passwords and system access.
  4. Responsible for personnel management activities, including hiring, setting objectives, and measuring performance.
  5. Communicate directly with customers and provide support to other STN service centers.
  6. Ensure staff adheres to established standards in creating and maintaining customer master data.
  7. Provide free access to SciFinder and STN files for customer training and support functions.
  8. Evaluate process and system support needs and recommend changes to workflow.
  9. Prepare proposals for Senior Management review and maintain product support policy documentation.
  10. Develop and manage process documentation efforts to ensure accurate work instructions and QA controls.
Requirements
  • Bachelor's Degree in Business, Marketing, or related field.
  • 8+ years of direct sales operations experience.
  • Minimum 4 years in a management role supervising direct reports.
  • Strong management acumen and leadership skills.
  • Ability to work with the team to identify and implement process improvements.
  • Strong understanding of business priorities and ability to partner with commercialization teams.
  • Excellent customer-focused service attitude and demonstrated flexibility.
  • Proactive focus on accuracy and operational cost efficiency.
  • Ability to handle complex issues and think strategically.
  • Demonstrated experience with MS Office applications, Advanced SAP, and UNIX.
What We Offer

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.



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