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Account Services Manager & E- Package Specialist

Date:  Nov 27, 2021
Location: 

Enfield, ENG, GB, EN1 3XA

Company Name:  EBSCO Information Services

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.

About the role:

The Account Services Manager (ASM) & E-package Specialist provides customer support and guidance on subscription products and services, , to key EBSCO customers within the UK and Ireland.  You will be responsible for the effective development of a portfolio of customers within your defined territory.   You will be the EBSCO representative and act as the intermediary between the customer and EBSCO customer services team whilst attending external customer meetings and conferences as the need arises, both virtually and physically.

As the ASM, part of your role will be to ensure key customers have the best possible experience of EBSCO, its products and services whilst working alongside the EBSCO Customer services team. The ASM role will be creating and delivering plans to grow, develop, and maximize customer engagement with EBSCO.  You will also be responsible for growing our E-Package business and other associated electronic services. The role will also involve travel throughout the UK and Ireland, COVID dependant, to visit customers upon request and may include some international travel. 

 

Key Responsibilities & Competencies of the Account Services Manager & E- Package Specialist role

  • Take the lead in scheduling meetings with customers, upon request also participate with EBSCO sales team any customer meetings, understanding fully the customer account, their expectations and day to day requirements and working with customer services to ensure customers’ subscriptions and e-packages service expectations are met.
  •  Building strong and mutually beneficial relationships with our customers and their teams, by working closely with various EBSCO departments in a spirit of continuous improvement.  Whilst taking responsibility for customer loyalty and account retention within the remit of the role
  • Supporting the Director and Customer Services Team Managers in achieving departmental goals and have the creativity and motivation to initiate and support innovative activities and projects within the customer services portfolio, and the wider company to drive growth and strategic development.
  • Take lead and work with and in consultation with EBSCO sales team, and transitions manager to ensure a seamless  onboarding of new customers to EBSCO and be the main point of contact for the customer through the transfer to ensure a full understanding of the account, and excellent communication.
  • Develop commercial understanding of subscriptions, e-packages/open access journals to support in the complex management of e-packages and transformational agreements.  Specific focus on engaging with publishers to understand and discuss specific bespoke e-package agreements and obtain further insights which can be shared with external customers and EBSCO Customer Account Managers. Tracking and reporting back to Customer service director progress of-e-packages within the department.
  • Encouraging in-depth and long-term relationships with current and potential publishing partners in order to maintain the portfolio, support with educating customer services and customers with e-packages queries whilst identifying opportunities for growth specifically in relation to e-packages
  • Reviewing customer service performance service data to provide input to EBSCO customer services. Develop effective account management and subscription, E-packages renewal plans in conjunction with EBSCO Customer Account Managers.
  • Demonstrate and educate customers on specific EBSCO products (example EBSCONET) customer portal to existing or prospective customers (face-to-face/or by phone).   Reassuring customers, educate and train them, supporting with improving customers workflows and best practice
  • Work and consult with the Director, Customer Services, as well as with Marketing & Sales Teams to develop customer facing newsletters, surveys, webinars, or assist with any customer training upon request. 
  • Find solutions to problems and a team player with a willingness to learn
  • Resolve problems efficiently with minimum impact on the customer
  • Communicate effectively with customers and colleagues: gather, interpret, and act on information
  • Use business acumen to strike the balance between what’s best for the customer and best for the business
  • Demonstrate good office skills: IT literate, time management, prioritisation and organisation
  • Demonstrate good interpersonal skills

 

The Candidate essential experience and requirements:

Essential

  • Previous experience in a customer service support environment
  • People Management experience
  • Experience of interpreting and applying insight from performance data and other pipeline and financial data
  • Take a results-focused, solutions-oriented, and organized approach in all activities, underpinned by proven commercial acumen and financial awareness.
  • Proven ability to articulately speak in front of large audiences
  • Proven experience of building and developing relationships with external parties
  • Strong Microsoft Office skills
  • Excellent at building and maintaining customer relationships
  • Excellent communication skills both verbally and written
  • Excellent telephone manner
  • Able to work well in a team as well as independently
  • Ability to grasp in-house systems quickly
  • Ability to multi - task and resolve problems
  • Strong work ethic with desire to achieve and maintain high standards
  • Works well under pressure and to deadlines
  • Full Drivers Licence

 

Desirable

  • Degree educated
  • Knowledge of EBSCO systems, products and experience
  • Knowledge of e-journal licensing


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