Job Title: Account Specialist
Location: New York (Hybrid Working Model)
About Springer Nature Group
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. For more information, please visit about.springernature.com and follow @SpringerNature
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 generation
Advisory 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 customers
Compliance, 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 indicators
World-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 US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below:
Medical, Dental and Vision
401(k) with company match and contribution
Hybrid office working policy, Summer Hours, and paid time off
Flexible Spending and Commuter programs
Multiple Life insurance options
Disability coverage
Tuition Assistance
Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
Employee Assistance Program
Family friendly benefits and a variety of employee discounts
An array of Employee Social Networks
US Annualized Base Salary Range: $45,000 - $50,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.
Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf poster.
At Springer Nature, we value the diversity of our teams and work to build an inclusive culture where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture, and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here: https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion
If you have any access needs related to disability, neurodivergence, or a chronic condition, please contact us so we can make all necessary accommodations.
For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers/
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