Sr. Manager, Customer Account Management

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 117 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

 

CAS is currently seeking a Sr. Manager, Customer Account Management. This position will be located in our headquarters in Columbus, Ohio.

 

CAS Sales communicates the value of our solutions to research and development organizations worldwide. Our diverse team of professionals spans the globe, engaging customers and prospects with an eye toward creating exceptional customer experiences that ensure CAS is viewed as a trusted partner in reaching their organizational goals.

 

Position Summary:

This position is responsible for directly administering, coordinating, and managing SciFinder, Academic, and STN customer support functions. Incumbent is responsible for the overall accuracy of CAS customer master data and manages the functions of customer master data related projects and coordinates the overall Customer Master Data working within the framework of established policies. Incumbent is responsible for directly administering, coordinating, and managing complimentary (non-billable) access to CAS files/databases to support training and CAS Commercialization initiatives.  The incumbent schedules and organizes personnel to accommodate anticipated workflow and is responsible for coordinating and performing all month/week-end account setup, access, and supports finance billing functions. The incumbent also communicates, implements, and interprets customer support policies and procedures as applies to work situation, and coordinates customer support function with other departments.  Incumbent is responsible for SAP ECC optimization and coordinates with Marketing Business Operations and other Sales Operations teams to ensure increased business productivity through implementation of new system solutions, in collaboration with IT.

 

Job Duties:

1. Ensures the accurate and timely establishment of customer accounts, and implementation of customer orders for all products, which includes SciFinder, STN, Print/CD, CAwebEdition, Client Services, and other smaller product offerings. 
2. Manages operations including customer account set-up, order processing, providing customer access to products, implementing discount plans (standard and customized), handling customer inquiries and problem resolution.
3. Responsible for maintaining and issuing various types of confidential customer information, such as passwords and system access to restricted content (e.g. TSCA) file. Ensures customer services provided to are completed accurately and on-time with adherence to strict service level objectives as well as product access controls such as IP address and concurrency pools.
4. Responsible for all personnel management activities for exempt and non-exempt staff, including hiring, setting objectives and measuring performance, coaching, performance feedback and disciplinary action including performance warnings and potentially termination.
5. Communicates directly with customers in either written or verbal form and includes answering inquiries on pricing, invoicing, claims, issuance of products, etc. Additional responsibilities include providing support to other STN service centers in Tokyo, Japan and Karlsruhe, Germany by implementing discount programs offered by other centers and by providing information to STN-Columbus files and customers to other centers. 
6. Ensures staff adheres to established standards in the creation and maintenance of customer master data. This includes ensuring compliance with official legal names, maintaining standards, preventing duplicate information, setting proper alerts, and capturing complete customer information.  This data is critical to proper product fulfillment and accurate invoicing.
7. The incumbent’s team provides free (non-billable) access to SciFinder and STN files for purposes of customer training, and other support functions along with administering CAS/ACS Marketing initiatives. CAS files are used for database building in Editorial Operations and are a critical component in the production of CAS products. Non-billable access requires adherence to strict protocol and usage limits and must be tightly managed. CAS/ASC Marketing initiatives requires adherence to strict protocol through documented work processes and procedures, program tracking, monitoring and quality assurance measures to ensure accuracy.
8. Responsible for evaluat