Account Support Coordinator – Research Solutions Sales

　　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

　　The Account Support Department provides support to the sales force and Academic, Government and Corporate customers. Your team will be supporting electronic products, journal publications and databases within Elsevier. The Team is a part of the Global Sales Effectiveness & Services organization within Research Solutions Sales. The organization serves both the Research Solutions business globally and the Health Sciences business outside the United States

　　About the Role

　　As an Account Support Coordinator (ASC) you will be responsible for delivering process excellence & data quality in contract order management and work closely with the sales team and customers to prepare subscription agreements for new and renewal business for our electronic 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 while achieving the targets. Next to that, the ASC governs SOX & Elsevier business model compliancy and ensures global processes and procedures are followed properly.

　　Responsibilities:

　　Processing and completing new sales and renewals in CRM (Salesforce) for assigned sales team in line with targets.

　　Analyzing usage reports and other customer information for upsell of other electronic products in selected cases.

　　Lining up all required internal resources to get the contract executed. Contract execution and acts as the coordinator for all correspondence and agreements from the customer.

　　Maintaining data quality at or greater than 99.5% for agreement details in CRM.

　　Communicating with customers regarding details of their license agreements, product details, quotes, etc.

　　Acting as a central contact for customers and take 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.

　　Obtaining approvals from all stakeholders for any non-standard CRM agreement.

　　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. Proof read legal documents for sense, consistency, logical order, grammar, typographical errors, cross-references and adherence to document templates, including formatting, and preparing documents for signature.

　　Requirements:

　　Experience in customer service/customer facing or account management role in a B2B environment.

　　Have intermediate to advanced skill level in Microsoft Excel.

　　Experience in contract drafting, contract reviewing & negotiation dynamics is considered a plus.

　　Have direct contact experience including client meetings, e-mail and telephone communications.

　　Have an education in Business Administration or similar.

　　Have knowledge or experience with Siebel, Salesforce or other CRM based order management systems a plus.

　　Able to communicate verbally in fluent English with excellent written and verbal communication skills. Other languages such as Spanish, Portuguese are helpful in this role.

　　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 Plan- Private Dental Plan- Private Pension- Life Insurance- Meal/Grocery Voucher- Public Transportation 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.

　　Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

　　RELX is a global provider of information and analytics for professional and business customers across industries.

　　We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

　　In short, we enable our customers to make better decisions, get better results and be more productive.