NYC Staffing
Account Specialist
Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. About the Role
The Account Specialist fulfils a central role within the support teams and is an expert in the field with a thorough understanding of all Sales Operations processes and workflows while working autonomously with minimal supervision. The role is an enhanced facilitating and coordinating role to the team. The account support team acts as the central point within the company and works closely with the sales team, the customers, and other internal stakeholders to prepare subscription (license) agreements for new and renewal business for online products, accurately and in line with established targets. In doing so, the goal is to achieve a high level of customer satisfaction in managing internal and external relationships. The role of an Account Specialist is vital to the business and has a direct impact on customer satisfaction. The account support role is continuously enhanced by team training and by facilitating personal development. Responsibilities
Support sales planning, reporting, new and renewals- Work with sales to plan, drive, and track quarterly and yearly renewal closure, including large renewal management- Prepare and report renewal planning, scenario planning, forecast risk, challenges, and advise/take action on potential risks- Managing and updating renewal tracking tool for reporting and guidance to the Sales Team (i.e., report on renewal status, workflows)- Provide the sales team with customer information, such as usage stats and entitlements, using Market Intelligence resources and systems, and proposal generationAdvisory and execution of commercial contracting and process excellence- Provide feedback and proposals to improve sales and support workflows (in systems) to work more effectively and efficiently- Prepare (in CRM/ERP system) the quote and contract to trigger invoicing with adherence to system procedures and state models- Ensure accurate invoicing and provide invoice documentation to customersCompliance, quality control, and deal alignment- First-level advisory and support to sales and customers on license agreement changes and amendments- Advisory on business model and deal compliance with the appropriate stakeholder approvals, and in line with appropriate discounts structure and business models- Maintenance of system and customer data quality- Monitor and improve performance on key indicatorsWorld-class customer service support- Be the first point of contact for our international customers with regards to contract execution, fulfilment, and invoicing- Coordinate all customer correspondence and agreements within the assigned international region- Proactively communicate with customers, align new contract terms & agreed fees, and obtain the customer's signed license- Manage customer requests in the assigned international region and assist with daily operations (i.e., engage with customers to enhance customer data quality, answer questions related to contract data, or invoicing data)- Stay in close contact with subscription agents to pursue deals (i.e., to obtain purchase orders, solve order queries, provide journal title lists for invoicing from agent to end customer)- Active participation in stakeholder and team meetings aimed at continuous improvement of customer satisfaction Experience, Skills & Qualifications
Bachelor's or Master's Degree or equivalent- Professional experience in customer service, sales operations, or e-commerce setting is a plus- Experience in commercial processes, including legal alignment, sales cycle, and customer engagement activities- Proficiency with the MS Office Suite, particularly MS Excel- Knowledge of CRM (customer relationship management) & contracting system, including Salesforce (required)- Time and Project management experience- Stakeholder relationships management skills- Proactive, solution-driven approach
Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. About the Role
The Account Specialist fulfils a central role within the support teams and is an expert in the field with a thorough understanding of all Sales Operations processes and workflows while working autonomously with minimal supervision. The role is an enhanced facilitating and coordinating role to the team. The account support team acts as the central point within the company and works closely with the sales team, the customers, and other internal stakeholders to prepare subscription (license) agreements for new and renewal business for online products, accurately and in line with established targets. In doing so, the goal is to achieve a high level of customer satisfaction in managing internal and external relationships. The role of an Account Specialist is vital to the business and has a direct impact on customer satisfaction. The account support role is continuously enhanced by team training and by facilitating personal development. Responsibilities
Support sales planning, reporting, new and renewals- Work with sales to plan, drive, and track quarterly and yearly renewal closure, including large renewal management- Prepare and report renewal planning, scenario planning, forecast risk, challenges, and advise/take action on potential risks- Managing and updating renewal tracking tool for reporting and guidance to the Sales Team (i.e., report on renewal status, workflows)- Provide the sales team with customer information, such as usage stats and entitlements, using Market Intelligence resources and systems, and proposal generationAdvisory and execution of commercial contracting and process excellence- Provide feedback and proposals to improve sales and support workflows (in systems) to work more effectively and efficiently- Prepare (in CRM/ERP system) the quote and contract to trigger invoicing with adherence to system procedures and state models- Ensure accurate invoicing and provide invoice documentation to customersCompliance, quality control, and deal alignment- First-level advisory and support to sales and customers on license agreement changes and amendments- Advisory on business model and deal compliance with the appropriate stakeholder approvals, and in line with appropriate discounts structure and business models- Maintenance of system and customer data quality- Monitor and improve performance on key indicatorsWorld-class customer service support- Be the first point of contact for our international customers with regards to contract execution, fulfilment, and invoicing- Coordinate all customer correspondence and agreements within the assigned international region- Proactively communicate with customers, align new contract terms & agreed fees, and obtain the customer's signed license- Manage customer requests in the assigned international region and assist with daily operations (i.e., engage with customers to enhance customer data quality, answer questions related to contract data, or invoicing data)- Stay in close contact with subscription agents to pursue deals (i.e., to obtain purchase orders, solve order queries, provide journal title lists for invoicing from agent to end customer)- Active participation in stakeholder and team meetings aimed at continuous improvement of customer satisfaction Experience, Skills & Qualifications
Bachelor's or Master's Degree or equivalent- Professional experience in customer service, sales operations, or e-commerce setting is a plus- Experience in commercial processes, including legal alignment, sales cycle, and customer engagement activities- Proficiency with the MS Office Suite, particularly MS Excel- Knowledge of CRM (customer relationship management) & contracting system, including Salesforce (required)- Time and Project management experience- Stakeholder relationships management skills- Proactive, solution-driven approach