Customer Engagement Manager

This role is responsible for maintaining and developing client relationships for all contracted customers to the Nature Masterclasses On-demand training platform; with the primary objective of retaining contractual revenue through maintaining customer satisfaction, promotional supporting and monitoring usage. 

This will be achieved through undertaking a successful implementation process, creating and distributing monthly usage reports, and regular client contact, sharing best practice, encouraging implementation to ensure overall product satisfaction.

Client Functions             

• Be the primary point of contact for Client (post sale); to deal with issues that are presented either internally or externally in relation to the subscribed service.  
• Manage Client expectation throughout the agreement to ensure that customer satisfaction is achieved.  
• Undertake regular Client contact to facilitate the successfully renewal of the service, including the responsibility of managing usage reports and providing continual feedback to the business.

Implementation of Service

• Manage pre-contract activities including the responsibility of setting up of requested service trials.
• Successfully implement the service within the agreed timescales, including supporting the promotion and marketing activities and the undertaking of online or onsite launch events.
• Manage any Client access issues and be responsible for their escalation in a correct and timely manner.

Reports & Feedback

• Prepare and distribute monthly usage reports.
• Provide necessary commentary to the Client on usage and activity, with recommendations and the implementation on agreed action plans on improvement (if required)

System and Operations

• Primary point of contact for Finance queries in relation to generated invoices.
• General administrative support, including maintaining the Contract and Client database within the appropriate systems. 

Development

• Become a trusted specialist and help support the development of the product and proposition.
• Recognise, develop, and implement process improvements within the Sales, Product and Customer Services teams.

Internal relationships

• Nature Masterclasses sales managers
• Sales Operations & Commercial Project Management teams
• Specialised Sales Commercial Sales teams
• Researcher Solutions Product Development team
•  Marketing teams
• Customer service and platform team

External relationships

• Clients

Qualifications:

• Degree level or equivalent
• Fluent written and spoken English

Competencies & knowledge:

• Customer focused and ability to build customer loyalty
• Ability to elicit cooperation from a wide variety of sources, including clients and other departments
• Excellent oral and written communication skills
• Experience in project management or managing multiple projects desirable.
• Experience supporting senior management and sales teams
• Meticulous organisational and administrative skills
• Proactively identify on-going, recurring problems and use initiative to resolve them promptly
• Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial
• Strong interpersonal skills
• Team player with ability to work independently
• Fast learner with attention to detail
• Strong MS Excel, Word, PowerPoint and Outlook proficiency

#LI-EG1

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below: 
•    Medical, Dental and Vision 
•    401(k) with company match and contribution
•    Hybrid office working policy, Summer Hours, and paid time off
•    Flexible Spending and Commuter programs
•    Multiple Life insurance options
•    Disability coverage
•    Tuition Assistance
•    Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
•    Employee Assistance Program
•    Family friendly benefits and a variety of employee discounts
•    An array of Employee Social Networks  

Annualized Base Salary Range: $75,000 – $85,000. The salary offer may vary based on work experience, education and skill level.
 
Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “Equal Employment Opportunity Is The Law” poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf  
 
Internal applicants: We encourage that you speak to your manager once the interview process has started. At the point of offer acceptance, it is required that you inform your manager.  If for any reason you’re unable to do so, please contact HR who can provide guidance as required.
 
At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.
 
Visit the Springer Nature Editorial and Publishing website at www.springernature.com/editorial-and-publishing-jobs for more information about our Research E&P career opportunities.