Account Specialist

Springer Nature•New York, NY

8d•Hybrid

About The Position

The Account Specialist fulfils a central role within the support teams and is an expert in the field with a thorough understanding of all Sales Operations processes and workflows while working autonomously with minimal supervision. The role is an enhanced facilitating and coordinating role to the team. The account support team acts as the central point within the company and works closely with the sales team, the customers, and other internal stakeholders to prepare subscription (license) agreements for new and renewal business for online products, accurately and in line with established targets. In doing so, the goal is to achieve a high level of customer satisfaction in managing internal and external relationships. The role of an Account Specialist is vital to the business and has a direct impact on customer satisfaction. The account support role is continuously enhanced by team training and by facilitating personal development.

Requirements

Bachelor's Degree required
Professional experience in customer service, sales operations, or an e-commerce setting is a plus
Experience in commercial processes, including legal alignment, sales cycle, and customer engagement activities
Proficiency with the MS Office Suite, particularly MS Excel
Knowledge of CRM (customer relationship management) & contracting system, including Salesforce
Time and Project management experience
Stakeholder relationships management skills
Proactive, solution-driven approach

Responsibilities

Support sales planning, reporting, new, and renewals
Work with sales to plan, drive, and track quarterly and yearly renewal closure, including large renewal management
Prepare and report renewal planning, scenario planning, forecast risk, challenges, and advise/take action on potential risks
Advisory and execution of commercial contracting and process excellence
Prepare (in CRM/ERP system) the quote and contract to trigger invoicing with adherence to system procedures and state models
Compliance, quality control, and deal alignment
First-level advisory and support to sales and customers on license agreement changes and amendments
Maintenance of the system and customer data quality
World-class customer service support
Manage customer requests in the assigned international region and assist with daily operations (i.e., engage with customers to enhance customer data quality, answer questions related to contract data, or invoicing data)
Active participation in stakeholder and team meetings aimed at continuous improvement of customer satisfaction

Benefits

Medical, Dental and Vision
401(k) with company match and contribution
Hybrid office working policy, Summer Hours, and paid time off
Flexible Spending and Commuter programs
Multiple Life insurance options
Disability coverage
Tuition Assistance
Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
Employee Assistance Program
Family-friendly benefits and a variety of employee discounts
An array of Employee Social Networks