Customer Account Manager
4 weeks ago
Customer Development
- Reassure customers, educate and train them in best practice
- Have thorough understanding of the packages process and ensure 100% accuracy
- Responsible for business retention and strategic review of accounts
- Resolve problems efficiently with minimum impact on the customer
- Present information clearly, logically and accurately
- Strive for 100% customer account retention and performance against SLA
- Actively work towards improving customer satisfaction scores
- Provide Webex training on EBSCO products to educate customers and encourage them to use EBSCONET
- Use NETCRM/WIT system to triage customer queries within service level agreement
- Creating reports to investigate and analyse trends of customer accounts
Business Development
- Have business acumen and understands the market trends, company’s aims and goals
- Add value to customer, company, department and team
- Have thorough understanding of systems and workflows, products and services
- Network effectively, be resourceful and know who to contact in EBSCO to resolve issues
Personal Development
- Actively involved in setting personal objectives and strive for 100% achievement
- Attend all recommended and appropriate training sessions
- Use available tools to measure personal productivity
- Take personal responsibility for own role in achieving department and organisational strategic objectives
Job Specific Competencies
Essential
- Literacy and numeracy skills
- Proficient data entry and processing skills
- Attention to detail and accuracy of work
- Fluency in the Finnish Language both spoken and written
Desirable
- Thorough knowledge of MS Office, in particular Excel, Access and Word
- (know how to use formulae, create graphs and format spreadsheets)
- Responsive and quick to learn and update knowledge
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