Account Support Executive

The Account Support Executive 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.

Key tasks/ Main result areas:

• Provide sales team with customer information, like usage stats and entitlements, using Market Intelligence resources and systems
• Prepare renewals and planning (i.e. calculate journals licenses, calculate eBook quotes) while managing and updating renewal tracking tool for reporting and guidance to Sales Team
• Prepare (in CRM/ERP system) the quote and contract to trigger invoicing
• Be the first point of contact for our international customers with regards to contract execution
• Coordinate all customer correspondence and agreements within assigned international region
• Stay in close contact with subscription agents to pursue deals (i.e. to obtain purchase orders, solve order queries, provide journal title lists for invoicing from agent to end customer)
• Safeguard data quality in Salesforce and provide feedback to improve sales and support workflows (in systems)
• Generate reports and analysis on renewal sales progress for assigned region
• Active participation in stakeholder and team meetings aimed at continuous improvement of customer satisfaction

Qualifications & Experience:

• Bachelor- or Master Degree or equivalent with commercial interest
• Fluent in English (both written and oral) - elementary knowledge of German
• Proficient in using multiple systems
• Good computer skills, Proficiency with MS-Office-Suite, particularly MS Excel
• Knowledge of Salesforce (customer relationship management) & contracting system beneficial but not a prerequisite
• Willingness to train on and work with other in-house data tools
• Time and Project management experience
• Core Competences/Skills:
• Excellent communication and interpersonal skills, both written and verbal
• Customer minded (flexible and cooperative)
• Good understanding of commercial processes, including legal alignment, and Sales cycle
• A proactive problem solver, with good attention to detail
• High degree of independence but also team player

Working time: full-time

Tariff group: TG 4