Account Support Coordinator

About our Team:

We are a multicultural team working across Elsevier products and geographies. We are preparing and archiving the administrative workflow of the Sales Process for customers in Europe, Middle East and Africa. We work in very close cooperation with the sales teams and support them in organizing the sales process in the most efficient and effective way.

About the Role:

As an Account Support Coordinator (ASC) you are a member of the Account Support Team, working within a multi-functional regional team supporting our Academic, Government & Corporate customers. 

The ASC delivers process excellence & data quality in contract order management and works 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:

• Process and complete new sales and renewals in CRM (Salesforce) for assigned sales team in line with targets.
• Analyse usage reports and other customer information for upsell of other electronic products in selected cases.
• Responsible for 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.
• Maintain data quality at or greater than 99.5% for agreement details in CRM.
• Communicate with customers regarding details of their license agreements, product details, quotes, etc.
• Act 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.
• Liaise with Operations department on a regular basis to ensure smooth handover of invoicing and entitlement activities.
• Work accurate and structured,  with ability to handle deadlines and workload peaks.
• Work with legal, customers, and account managers to prepare license agreements and have them approved by all parties.
• Responsible for obtaining approvals from all stakeholders for any non-standard CRM agreement.
• Create 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:

• 1 years of experience in customer service/customer facing or account management role in a B2B environment.
• Intermediate to advanced skill level in Microsoft Excel.
• Experience in contract drafting, contract reviewing & negotiation dynamics is considered a plus.
• Direct contact experience including client meetings, e-mail and telephone communications.
• Bachelor’s degree in Business Administration or similar.
• Knowledge or experience with Siebel, Salesforce or other CRM based order management systems a plus.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. 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:

• Generous holiday allowance with the option to buy additional days
• Access to a competitive contributory pension scheme and life assurance
• Tax-free childcare support
• Parental leave options
• Health screening and private medical benefits
• Season ticket loan

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