Account Support Manager, Sales Operatiopns

Apply now »

Date: Sep 2, 2022

Location: Tokyo, JP

Company: Springer Nature Group

Springer Nature is one of the world’s leading global research, educational and professional publishers. It is home to an array of respected and trusted brands and imprints, with more than 170 years of combined history behind them, providing quality content through a range of innovative products and services. Every day, around the globe, our imprints, books, journals and resources reach millions of people, helping researchers and scientists to discover, students to learn and professionals to achieve their goals and ambitions. The company has almost 13,000 staff in over 50 countries.

Job title:                

Account Support Manager



Tokyo, Japan


Purpose of the role:            

Leading one of the teams of Account Support Executives in the APAC, act as the first point of contact for customers, Sales Operations Director, Sales Directors and the sales team with a special focus at sales planning, reporting & preparation, contracting and invoicing.


The Account Support Team Lead will for 50% of the time manage his or her own Accounts just as the Account Support Executive. For the other 50% of the time the Account Support Team Lead is responsible for managing the team of X+ FTE.  He or she fulfils a central role within the support teams and is as an expert in the field with a thorough understanding of all Sales Operations processes and workflows while working autonomously with minimal supervision.


The Account Support team act as the central point within 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 Account Support Team Lead plays a crucial role by being the first line of contact for the Sales Directors in his or her region. Together they need to be on top of the sales planning, tender pipeline and yearly renewal process.


The role of an Account Support Team Lead 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, the Team lead is responsible to track the progress of the training and development of his or her team.


In 2020 the job profile of the Account Support Executive changed, the focus of the team is shifting from supporting sales to working with sales as business partner. The Account Support Team is leading this change in the team. Important part of the change is that the Account Support Team takes the lead in renewing the Low Value Deals so Sales can focus on new business.


For the Larger deals the Team Lead Account Support will take on the role of Project Lead to manage the License process effectively, in this process many internal and external stakeholders need to be aligned in order to deliver the project on time in full.


As part of the operational team for Sales Operations APAC the Team Lead Account Support will review KPI’s and data available to Initiate and lead projects to improve the systems, processes, Customer Satisfaction and the sales process in order to realize our objectives.


Key tasks / Main result areas:

  • Provide sales team with customer information, like usage stats and entitlements, using Market Intelligence resources and systems (in alignment with Account Development).
  • 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


Additional tasks / Team lead role:

  • Managing the HR cycle, with a key focus on a timely mid & end yearly appraisal process.
  • Monitoring the daily progress of KPI and act accordingly
  • Analyze the workload within the team
  • Be the first point of contact for internal stake holders regarding Sales Operations planning and practices inquires applicable to the assigned market.
  • Responsible for delivering a timely sales planning in CRM in line with the company goals.
  • Motivate team members/ creating an inspiring team environment with an open communication culture
  • Initiate team meetings and maintaining reports for stakeholders (with input from the team)
  • Monitor the team workload within the assigned market
  • Responsible for the facilitation and finalizing of complex deals
  • Hire and train new team members
  • Project lead larger deal
  • Manage Low Value deals
  • Initiate and lead projects to improve system, processes, Customer Satisfaction and the sales process.


Key relationships:

  • Collaborate and (organizational) support to the Operations Director, License 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
  • Group Tax & Credit Control

Core Competences / Skills:

  • People management skills
  • Analytical & strong numeracy skills in order to daily manage the team goals.
  • Excellent communication and interpersonal skills, both written and verbal
  • 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 English and Japanese (both written and oral) .
  • Proficient in using multiple system – SAP / Salesforce
  • 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





アカウント サポート マネージャー





担当部門の役割 及び 業務内容:

















  • マーケットインテリジェンスのリソースとシステムを使用して(Account Development担当者と話し合ったうえで)、利用統計データやアクセス可能タイトル等の顧客情報を営業チームへの提供
  • ライセンス契約のリニューアル準備とそのプランニング。電子ジャーナルや電子ブックの見積書作成。セールスチームへのリニューアルに関するレポートやガイダンスの実施
  • システムでの見積書、合意書の手配および請求書発行
  • 日本のお客様からの合意書関連の問い合わせ窓口
  • 顧客との積極的なコミュニケーションを通じて、金額も含めた契約条件に合意いただくための調整およびライセンス契約書の締結
  • 日本のお客様からの合意書、請求書関連の問い合わせ対応およびご要望への対処
  • 代理店と密な連携によるオーダー受領状況の把握。代理店へのオーダー受領に必要な情報(タイトルリスト等)の提供やサポート
  • 業務をより効果的かつ効率的に進めるための業務手順等に関する提案
  • Salesforceシステムの豊富な知識の取得と、CRM システムのデータ品質管理
  • リニューアル業務の目標値達成への進捗確認と達成のための改善
  • 日本のリニューアル業務の進捗レポート作成とその分析
  • 顧客満足度向上のために継続的に改善策を検討するミーティングへの積極的な参加



  • チームメンバーの目標設定および人事評価
  • 目標値の日々の進捗状況の把握と達成に向けての臨機応変な対応
  • チームメンバーの業務量の把握と分析
  • Sales Operation業務およびリニューアルプランニングに関する関係部署からの問い合わせ対応
  • CRMツールからのタイムリーな販売計画の提供
  • 円滑にコミュニケーションがとれる環境を作り、チームのモチベーション向上と活気あるチーム作り
  • ミーティング開催と関係者への適宜報告
  • 日本のアカウントサポートチームの業務量の適正化
  • 複雑な案件を処理するためのファシリテーションと手配手順の決定
  • 新メンバーの採用と教育
  • 大型案件のプロジェクト管理
  • 低価格案件の管理
  • システム、プロセス、顧客満足度、および販売プロセス改善のためのプロジェクトリード



  • Operations Director, License Managers and Sales Directors
  • Interdepartmental relationships: (その他関係部署)
  • Finance
  • Licensing Control (LC)
  • Legal
  • Licensing Invoicing (LI)
  • Product management
  • Marketing & Account Development
  • Functional Support/Business Services
  • Customer Service/Online Services
  • Group Tax & Credit Control


コアコンピテンシー / スキル:

  • マネジメントスキル
  • チーム目標を管理するための分析力と優れた計算能力
  • 文語、口語いずれも優れたコミュニケーション能力と対人スキル
  • 優れた組織管理能力と時間管理スキル
  • 顧客志向(柔軟で協力的)
  • 法務課関連を含むコマーシャルプロセス、および販売サイクルに関する十分な理解力
  • 社内外で有利な仕事上の関係をつくる能力
  • 繊細かつ正確に行える能力
  • 細部にまで気を配り、先を読み問題解決できる力
  • 信頼感と結果重視の姿勢
  • 柔軟な姿勢
  • 自立性
  • チームプレーヤー
  • その他社内データツールを積極的に学ぶ姿勢



  • 学士号または修士号、またはビジネス上同等とされる資格・経験
  • 英語と日本語に堪能(文語と口語の両方)
  • SAP/Salesforce等の複数のCRMシステムの知識があり、使用に習熟している
  • 優れたコンピュータースキル、MS-Office-Suite、特にMS Excelの習熟度
  • タイム・マネジメント、プロジェクト管理の経験





If you are an internal applicant please inform your line manager.


We offer a comprehensive benefits package that includes:

- Medical, Dental and Vision
- Life and AD&D
- 401(k)
- Flexible Spending Accounts
- Transit Accounts
- Tuition Assistance
- Summer Hours


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:

Visit the Springer Nature Editorial and Publishing website at for more information about our Research E&P career opportunities.