Account Support Coordinator

Account Support Coordinator
 

Would you like to be part of a team that delivers high-quality support to our customers?
 

Are you a passionate customer support manager motivated by client satisfaction?
 

About our Team
 

Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.
 

About the Role
 

You'll be delivering process excellence & data quality contract order management. Working closely with the Sales team and customers. You'll prepare subscription agreements for new and renewal business for our electronic products, in line with established targets. Your goal achieving a high level of customer satisfaction in managing internal and external relationships and consistently achieving targets. you'll governs SOX & Elsevier's business model compliancy. Ensuring global processes and procedures are followed.
 

Responsibilities
 

• Processing and completing new sales and renewals in CRM (Salesforce) for assigned sales team in line with targets. Maintaining data quality at or greater than 99.5% for agreement details in CRM. Obtaining approvals from all stakeholders for any non-standard CRM agreement.
• Analyzing usage reports and other customer information for upsell of other electronic products in selected cases.
• Completing contract execution and acts as the coordinator for all correspondence and agreements from the customer. Lines up all required internal resources to get the contract executed.
  Communicating with customers regarding details of their license agreements, product details, quotes, etc.
• Acting as a central contact for customers. Taking 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. Proofreading legal documents for sense, consistency, logical order, grammar, typographical errors, cross-references, and adherence to document templates. (Including formatting and preparing documents for signature.)
• 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.

Requirements
 

• Able to efficiently process and complete new sales and renewals using CRM tools, ensuring alignment with assigned sales team targets.
• Able to analyze usage reports and customer information to identify opportunities for upselling other electronic products in specific cases.
• Experience in Contract Execution Management. You're able to oversee the execution of contracts. Acting as a coordinator for all customer correspondence and agreements and aligning internal resources for successful contract execution.
• Able to Maintain data quality in CRM at or above 99.5%, focusing on accurate and up-to-date agreement details.
• Have experience providing effective communication with customers regarding license agreements, product details, quotes, etc. Serving as the central contact for customer issues.
• Able to collaborate with internal stakeholders (Legal, Finance, Business Development, Operations) to resolve customer issues promptly. Ensuring seamless handovers of invoicing and entitlement activities with the Operations department.
• Have experience working with legal, customers, and account managers to prepare license agreements. (Ensuring alignment with standard templates and legal guidelines.)
• Able to obtain approvals from all stakeholders, for any non-standard CRM agreement. Demonstrating attention to detail and compliance with approval procedures.

Work in a way that works for you
 

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you
 

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 

• Private Medical/Dental Plan
• Savings Fund
• Life Insurance
• Meal/Grocery Voucher

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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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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