Customer Account Manager

4 weeks ago


Didcot, United Kingdom EBSCO Information Services Full time
Primary Responsibilities

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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