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About the Role

The Account Specialist fulfills a central role within the support teams, acting as an expert with a thorough understanding of Sales Operations processes and workflows, while working autonomously. This role facilitates and coordinates team efforts, serving as the central point of contact between sales, customers, and internal stakeholders to prepare subscription agreements for new and renewal business for online products, ensuring accuracy and adherence to targets. The primary goal is to achieve high customer satisfaction through effective management of internal and external relationships. This role is vital to the business, directly impacting customer satisfaction and is continuously enhanced through team training and personal development.

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.
Ensure compliance, quality control, and deal alignment.
Provide first-level advisory and support to sales and customers on license agreement changes and amendments.
Maintain system and customer data quality.
Provide world-class customer service support.
Manage customer requests in the assigned international region and assist with daily operations.
Engage with customers to enhance customer data quality, answer questions related to contract data, or invoicing data.
Actively participate in stakeholder and team meetings aimed at continuous improvement of customer satisfaction.

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.

Skills

MS Office Suite
MS Excel
CRM
Salesforce
Time management
Project management
Stakeholder relationship management

Location

New York

Work Type

Hybrid

Experience Level

Professional experience

Education Level

Bachelor's Degree

Salary/Compensations

$45,000 - $50,000

Benefits

Medical, Dental and Vision
401(k) with company match and contribution
Hybrid office working policy
Summer Hours
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
Variety of employee discounts
Employee Social Networks

About the Company

Springer Nature is a leading publisher of research, known for its extensive journals and books and its pioneering role in open research.
The company provides technology-enabled products, platforms, and services to researchers, health professionals, and educators.
With a history spanning over 180 years, Springer Nature is committed to sharing knowledge and fostering understanding.
The company values diverse perspectives and aims to create an inclusive environment where people and ideas can flourish.
Springer Nature is an ambitious and dynamic organization with a global presence, built on a heritage of trusted brands like Springer, Macmillan, and Nature.
The company is dedicated to opening doors to discovery for its employees, offering learning opportunities and a culture that encourages curiosity and empowerment.

Equal Opportunity

Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf poster.
The company is committed to inclusion of people, perspectives, and ideas.
Springer Nature is committed to creating an environment where people and ideas can flourish.
The company provides accommodations for individuals with access needs related to disability, neurodivergence, or a chronic condition.