Head of Account Development, North America
2 weeks ago
The Head of Account Development (AD) will lead the North American Account Development team, focusing on key regional accounts. This team handles after-sales onboarding, customer retention, and growth initiatives aligned with the goals of the Research Marketing Department.
Reporting to the Director of Account Development, Americas, this role oversees North American AD Managers and ensures alignment with company priorities and strategies. Responsibilities include driving customer engagement through in-person visits, virtual meetings, conferences, webinars, trainings, and events.
Additionally, this position manages activities to identify engagement opportunities, supporting the expansion of Open Access/Transformative Agreements (TAs), eBook collections, and journal subscriptions. All activities are conducted in partnership with the licensing sales team and shape ongoing account strategies.
This role provides leadership and guidance to direct reports through performance appraisals, skill-building opportunities, and communication of key company initiatives and industry trends. It manages promotional budgets, travel and expense reports, and strategic planning deliverables.
Responsibilities:- Develop customer success strategies for SN's varied products and provide feedback to the licensing sales team and Research Marketing management.
- Onboard new users and update existing users on new features and capabilities to ensure customer success and satisfaction.
- Create client content and conduct customer-focused programs to increase satisfaction and usage, driving renewal and revenue growth.
- Develop and implement customer collateral to promote usage and build brand and product awareness.
- Prepare and oversee an annual AD plan for the assigned territory in collaboration with the licensing sales staff.
- Monitor regional usage statistics by client sector to evaluate and enhance value strategies.
- Participate in national and regional conferences to enhance Springer Nature's visibility and thought leadership.
- Engage customers in programs such as summits, executive sponsor programs, road shows, account reviews, and product training.
- Attend AD, Engagement Marketing, Licensing, and other internal meetings as requested.
- Share North American AD tools and techniques with the global AD team.
- Perform other ad hoc projects and duties as needed.
This role requires a Bachelor's degree or equivalent and 10 years' experience in the current AD role coupled with personnel management or directly comparable work experience in library services.
The ideal candidate will have experience in leading in a wide range of situations with varied audiences, including decision makers and influencers, end users, and internal staff. They will be able to understand customer needs and priorities, position and demonstrate Springer Nature products, train both internal and external customers, and become a company expert in the library market.
The successful candidate will also possess excellent grammar and English skills, creativity, and self-motivation, with the ability to interact with other functional groups and gain cooperation through shared objectives.
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