Account Support Executive

Apply now »

Date: Jun 20, 2022

Location: Beijing, CN

Company: Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. 

Visit: group.springernature.com and follow @SpringerNature

 

The Account Support Executive fulfils a central role 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 Support Executive is vital to the business and has direct impact on customer satisfaction. The account support role is continuously enhanced by team training and by facilitating personal development.

 

Main Responsibilities:

 

  • 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 (i.e. report on renewal status, workflows)
  • 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
  • Proactive communicate with customer, align new contract terms & agreed fees and obtain the customer signed license
  • Manage customer requests in the assigned international region and provide assistance on daily operations (i.e. engage with customers in order to enhance customer data quality, answer questions connected to contract data, or invoicing data)
  • 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)
  • Provide feedback to improve sales and support workflows (in systems) to work more effective and efficient
  • Have excellent knowledge of (SAP) CRM system and safeguard data quality in CRM
  • Monitor and improve performance on key indicators
  • 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

Key relationships:

  • Collaborate and provide organizational support to the Account Managers and Sales Directors
  • Interdepartmental relationships:
  • Finance, for reporting purposes
  • Licensing Control (LC), to align contracts
  • Legal, to discuss customer legal requests and legal impact (together with LC)
  • Licensing Invoicing (LI), to provide input for invoices
  • Product management, to retrieve input on products and business models
  • Marketing & Account Development
  • Functional Support/Business Services
  • Customer Service/Online Services
  • GroupTax
  • Credit Control

 Need to know

Core Competences/Skills:

  • Excellent communication and interpersonal skills, both written and verbal
  • Strong numeracy skills
  • Good organizational and time management skills
  • Customer minded (flexible and cooperative)
  • Good understanding of commercial processes, including legal alignment, and Sales cycle 
  • Ability to establish effective working relationships both internally and externally
  • Detail oriented and accurate
  • A proactive problem solver, with good attention to detail
  • Reliable and results-oriented working style
  • Flexible attitude
  • High degree of independence
  • Team player

 

Qualifications & Experience:

 

  • Bachelor- or Master Degree or equivalent with commercial interest
  • Fluent in Chinese and English (both written and oral) -  (additional languages is a pre: Korean, Cantonese, Southern Min)
  • Proficient in using multiple systems
  • Good computer skills, Proficiency with MS-Office-Suite, particularly MS Excel
  • Knowledge of (SAP) CRM (customer relationship management) & contracting system
  • Willingness to train on and work with other in-house data tools
  • Time and Project management experience

 

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here.

 

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.