EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Role Purpose:

To be responsible for a portfolio of customers, managing their day to day requirements and development. Being responsible for customers loyalty and account growth, EBSCO product evolution and development.

Key Responsibilities:

Customer Development

• Must be based in Enfield Greater London, or Didcot, Oxfordshire, England
• 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 (Experience and Knowledge):

Essential:

• Literacy and numeracy skills
• Proficient data entry and processing skills
• Communicating Effectively
• Planning & Organisation
• Customer Focus

Desirable:

• Thorough knowledge of MS Office, in particular Excel, Access and Word (know how to use formulae, create graphs and format spreadsheets)
• Attention to detail and accuracy of work
• Responsive and quick to learn and update knowledge