Job Title: Account Specialist
Location: New York (Hybrid Working Model)
About Springer Nature
Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning.
About the Role
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.
This role is based in our New York office, on a hybrid working model. The location strategy supports the team structure and aligns with business needs.
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
Experience, Skills & Qualifications
•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
Benefits
Springer Nature US provides a comprehensive and competitive benefits package which includes:
•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
Salary
US Annualized Base Salary Range: $45,000 - $50,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.
