About The Position
The Senior Portfolio Specialist position is responsible for owning, managing, and executing quarterly renewal contracts in an assigned portfolio of vendor accounts often under deadlines, including vendor accounts that require a complex degree of administration. The ideal candidate will proactively establish a strong rapport with vendor partners to effectively manage portfolios and ensure long-term success. Manage efficient communication internally and externally to facilitate accurate and timely renewals and invoices, and offers recommended solutions for improved workflows. Proactively engage with members and customers regarding renewal agreements and subscriptions and provides guidance to team members about best practices for communication. The Senior Portfolio Specialist will also partner with internal stakeholders in other departments to ensure cross-functional team communication and participates in ad hoc working groups to address issues as they arise.
Requirements
- 5+ years of experience in new/renewal eresource management at operational scale
- Strong customer management and negotiation skills
- Comfortable learning and switching between multiple computer applications and systems
- Familiarity with Microsoft (or Google) Suite of programs: Word, Excel, and PowerPoint
- Ability to manage multiple projects at different stages and context switch regularly
- Strong interpersonal and collaborative skills
- Experience using CRM (SalesForce), similar sales management tools, or library management system
- Comfortable with a high degree of autonomy in your work
- 5+ years in a high-volume customer service, order management role
- Previous experience working with libraries and electronic resources
- Bachelor's degree required
Nice To Haves
- Previous experience working with vendors and/or publishers
- Master's degree in library and information studies preferred
Responsibilities
- Promptly resolves issues, often in real time, for members or vendors across a range of divisions and service points through phone, chat, email, or portal technologies and exhibits a high degree of proactivity to keep team members apprised of emerging trends.
- Critically examines quarterly pricing updates, accurately calculates fees, and resolves or escalates any inconsistencies in pricing or data and reviews and approves team members' pricing in Senior Manager's absence.
- Prepares and delivers renewal letters, quotations, invoices, recommendations, and notifications, and assists team members' efforts and training in these areas in Senior Manager's absence.
- Manages new sales opportunities by collaborating with the vendor partner to provide accurate pricing and subscription information, including access to trials.
- Evaluates vendor performance including recording, mitigating, or escalating any breaches of agreement, noting and reporting any trends to the Senior Manager and other CSCI team members.
- Develops and maintains custom reports in Customer Relationship Management (CRM) to effectively manage the assigned vendor portfolio.
- Partner with vendors and internal teams (Membership & Outreach, CSCI) on developing promotions or focused engagements on behalf of vendors and publishers for new sales and adoption which reinforces the value of the CSCI Services team to the customer, member, and vendor partner.
- Work in close collaboration with Lyrasis Fiscal to resolve vendor invoicing issues.
Benefits
- criminal background checks on candidates who receive a conditional offer of employment
- compliance with all applicable federal, state, and local laws, including "ban the box" and fair chance hiring requirements
- fair and equitable employment opportunities to all applicants, without regard to race, color, religion, sex, national origin, age, disability or genetics
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What This Job Offers
Job Type
Full-time
Career Level
Senior
