E-Packaging & Licensing Services Team Leader (Customer Services) - based in Enfield

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:

• The E-package and Licensing Services Team Leader provides support and instruction regarding subscription products and services, including digital magazines, to key EBSCO customers within UK, Scotland, Ireland, and Nordic territory.  
• Full understanding of the e-package process, to be involved in the coding of e-packages and transition of e-packages to the UK office. Becoming an expert in this field and have a thorough and clear understanding of specific publisher package deals.
• Manage existing licensing arrangements with customers by interacting with publisher partner within the office territory, whilst developing and maintaining a positive relationship between EBSCO and publishers.
• To manage and develop existing key account customers and consortia, retaining and building on the business with them. Specifically focusing on supporting sales with new e-package sales as well as e-package retention. responsible for retaining and growing our e-package business and other associated electronic services. Oversee and support with onboarding of new customers to EBSCO subscription division

PRIMARY RESPONSIBILITIES:
 

• Stay current, develop a detailed understanding, and be well-versed in: E-journal licensing, publisher models, registration, access, order management, and the set-up of end-user access to content. Review on an annual basis e-package processes to ensure an efficient way of working for customer services.
• Full analysis of KPI of e-packages from customer agreement to invoice, identifying any issues, and areas of opportunities for improvement for completion.    
• Identify areas of growth for e-packages by reviewing customers portfolio, working with publishers to identify opportunities of growth from individual subscription to e-packages.  
• Provide customer education/training, account transition coordination, and problem-solving as needed to support key EBSCO customers in the territory
• Support training, educating and developing the customer service department in this area where required. 
• Keep up to date with publisher deal development in the territory, especially review and monitor ongoing consortia deals with publishers.
• Ability to explain to customers the benefits of e-packages and associated e-technology and convert their subscriptions from print to electronic.
• Assist with major sales proposals, customers tenders, new business transfer and presentations as requested.
• Work alongside the CS/Sales team in delivery of service to customers
• Liaise closely with local Publisher Business Development staff and staff @ IHQ to fully understand all publisher packages and the differences between them – how they work, licence agreements, offerings

• OPERATIONS:

• Develop training materials to educate customers and increase their usage of electronic tools

• GENERAL:

• Ensure own compliance with company policies in regard to housekeeping, IT, health and Safety etc
• Be willing to work reasonable additional hours as required
• Work within EBSCO’s parameters and procedures
• Perform all other reasonable duties as requested by line manager

• KPI’s

• Take control and fully oversee service E-package delivery to key accounts, communicating effectively with customer, Customer Services and Sales Depts.
• Demonstrate high level of knowledge and expertise in systems and processes related to EPR and packages

• 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

ROLE BASED COMPETENCIES

• Effective Communicator, able to effectively communicate both with external and internal customers
• Takes Responsibility
• Excellent problem solving & decision-making abilities
• Team Player
• Customer Focus

ALL STAFF ARE EXPECTED TO: 

• Understand and apply EBSCO’s 8 core values – People, Customer First, Sales, Growth, Profitability, Engineering, Creativity, Thrift
• Understand, apply and adhere to EBSCO’s Employee Handbook
• Demonstrate personal values of integrity, respect, creativity, professionalism,  harmony, initiative
• Ensure own compliance with company policies in regard to housekeeping, IT, health and safety etc
• Provide reporting on all areas of activity as required
• Perform other reasonable duties as requested by the management team and work reasonable overtime as required