Customer Center Analyst (E2549)

Job Summary 
This position supports IEEE account managers, area mangers, international sales dealers, internal stakeholders and external customers. The incumbent in this position is responsible for supporting business system applications relative to IEEE Xplore digital subscriptions, customer inquiries, and ad hoc projects as assigned. This position will provide complete and accurate information to internal and external customers in a timely and efficient manner.

This position will also support increasing the value of the digital subscription portfolio by identifying product and platform innovations based on customers' feedback and needs, and they will play an important role in revenue generation for existing customers by recognizing upsell and cross-sell opportunities for additional sales.

The incumbent in this position will interact with IEEE organizational unit leadership, authors, librarians, contacts in the corporate, academic, and government sectors and other interested parties to maintain goodwill between IEEE and its customers. Additionally, they will provide analysis and recommendations for solutions to management. The incumbent reports directly into the department's manager, however, is empowered and expected to work with internal stakeholders and resources to identify and implement solutions for customer issues.

This position supports area managers, sales dealers and customers around the world, they must maintain a flexible schedule to accommodate off-hour meetings, telecoms, training sessions, Webex's, etc.

Once trained and deemed proficient in their job, the employee may be eligible to work in a hybrid office/remote structure that includes periodic telecommuting in accordance with IEEE and departmental practices.

Key Responsibilities

• Account Manager and Dealer Support
• Works closely with the IEEE Account Managers, and international Dealers in support of new and renewal online package product subscriptions.
• Responsible for regional territories where prospective sales are negotiated promptly to facilitate the order process and to promote customer satisfaction. He/she provides high level administrative support by conducting research, preparing statistical reports, and handling information requests.
• Keep IEEE account managers aware of any important updates or issues affecting their customers.
• Analyzes usage statistics reports and monitors denials usage for existing customers through specialized knowledge of customer usage trends, and reviews the trends with account management.
• Creates opportunity documents, account documents and append product and pricing information to customer records in order to keep sales forecasting accurate.
• Identifies low usage accounts and monitor Enterprise customers running out of downloads or expiring.
• Identifies cross-sell opportunities from daily customer interactions and forwards them to account managers and sales Dealers. This typically results in increase of sales.
• Updates lead generation program for sales staff.
• Assists with any necessary paperwork for the sales team.
• Creates presentations and facilitate training for new support features for sales staff.
• Customer Support/Service for IEEE Xplore
• Supports all Xplore digital subscribers by maintaining records on the CRM tool Oracle Service Cloud, the BMS tool (Siebel), SFDC (SalesForce) and Rightcare to be used by customer operations as the start of the customer renewal process. The sales revenue of the Xplore digital library portfolio in 2016 exceeds $235 million.
• Supports incidents received on a daily basis, including responding to email inquiries, chat sessions, and telephone calls.
• May have to research and inquire for a resolution from our internal departments and therefore must be able to work as a team player.
• Must be able to recognize and report