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SaaS Implementation Vendor Outreach Representative (Contract)

Date: Apr 11, 2021

Location: Ipswich, MA, US, 01938

Company: EBSCO Industries Inc

EBSCO Information Services (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, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.


The mission of the SaaS Implementation Vendor Outreach Representative 

is to successfully initiate and complete the vendor outreach and compliance portion of all Open Athens implementations for EBSCO customers.  This role is essential in speeding up EBSCO’s time to market for Open Athens implementations.  This is primarily a call quota and follow up roll that requires a combination of time management, interpersonal (both written and oral), and attention to detail skills to be successful. 


Primary Responsibilities 

  • Initiate vendor communication using scripts, on behalf of our mutual customer, via email and phone for all new vendors in specified queue 

  • Follow up, by telephone, with any vendors in the queue that have not responded 

  • Track all work and communications with vendor within customers Rally Task. 

  • Answer vendor questions as they arise 

  • Escalate to SaaS Operations Team as needed 

  • Document and update vendor contact information and FAQ’s as needed 

  • Properly pass completed (set up) vendors back to appropriate SaaS Ops Rep. 

  • Work with vendors to gather information to simplify the process 

  • Maintain/exceed weekly quota of completed tasks. 


Role-Based Competencies 

  • Positive Attitude 

  • Customer Focus 

  • Collaboration 

  • Continuous Improvement  


Required Qualifications 

  • High school diploma/GED required 

  • MS Office proficient 

  • Excellent written and verbal communication skills.  

  • Excellent interpersonal skills. Must demonstrate a proven track record of collaborating in a team environment and examples of the ability to build strong working relationships. 

  • Reliable 

  • Organized/good at multitasking 


Preferred Qualifications  

  • Bi-lingual (Spanish and English) 



  • Ability to communicate on phone 75% of the day  

  • Ability to operate a personal computer 7+ hours a day 

  • Organize and prioritize the work schedules of others to manage multiple tasks 

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Boston

Job Segment: Implementation Manager, Compliance, Technology, Legal, Bilingual