Customer Account Manager at EBSCO Industries, Inc.
Didcot, United Kingdom
Job Descrption
EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.
Role Mission:
To be responsible for a portfolio of customers, managing their day to day requirements and development.
To be responsible for customer loyalty and account growth, EBSCO product evolution and development.
Primary Responsibilities
Customer Development
Reassure customers, educate and train them in best practice
Have thorough understanding of the packages process and ensure 100% accuracy
Responsible for business retention and strategic review of accounts
Resolve problems efficiently with minimum impact on the customer
Present information clearly, logically and accurately
Strive for 100% customer account retention and performance against SLA
Actively work towards improving customer satisfaction scores
Provide Webex training on EBSCO products to educate customers and encourage them to use EBSCONET
Use NETCRM/WIT system to triage customer queries within service level agreement
Creating reports to investigate and analyse trends of customer accounts
Business Development
Have business acumen and understands the market trends, company’s aims and goals
Add value to customer, company, department and team
Have thorough understanding of systems and workflows, products and services
Network effectively, be resourceful and know who to contact in EBSCO to resolve issues
Personal Development
Actively involved in setting personal objectives and strive for 100% achievement
Attend all recommended and appropriate training sessions
Use available tools to measure personal productivity
Take personal responsibility for own role in achieving department and organisational strategic objectives
Job Specific Competencies
Essential
Literacy and numeracy skills
Proficient data entry and processing skills
Attention to detail and accuracy of work
Desirable
Thorough knowledge of MS Office, in particular Excel, Access and Word
(know how to use formulae, create graphs and format spreadsheets)
Responsive and quick to learn and update knowledge
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