Account Representative

Note: APA operates on a 37.5-hour work week with one hour lunch breaks each day. APA sets salaries based on several considerations, including years of relevant experience, level of education, and previous staff and/or governance experience at APA.

The Account Representative position requires analytical ability to determine appropriate pricing and account structure, and to validate information submitted in support of pricing requests. It also requires the ability to organize workload and service multiple accounts simultaneously, prioritize and complete projects in a manner that meets financial and business objectives, and effectively represent APA to vendor staff and high-value institutional customers in written and oral communications. Additionally, the role demands informational skills to accurately represent unstructured customer interactions in a highly structured record system.

• Interacts with vendors and major institutional customers determining appropriate price level for the academia, health care, government, corporate, primary and secondary schools, public libraries, and other non-profits markets through detailed analysis of major institutional customers with significant and direct impact on revenue from accounts (individual subscription prices range between $1,840 and $41,200). Utilizes various resources such as internet, internal systems and vendors to make these determinations.
• Consults with higher authority for decisions outside the existing policy parameters, including special permissions, large and complex price negotiations, and amendments to database licensing agreements. Examples include clauses that customers or vendors want to add or delete from the database agreement; interpretations of vendor contracts; and pricing given to customers in special circumstances.
• Adheres to APA policies and procedures regarding accurate quote preparation that includes start and end dates that result in rapid, and fair pricing regarding APA electronic products.
• Provides weekly reports on new and renewal quote workload, handling of cancelled accounts, open accounts that need disposition, sales, and pending Meets formally and informally with the senior director, sales and customer support to discuss assignments and work priorities.
• Work collaboratively with Licensing Supervisor to build and maintain an effective working relationship with regard to the licensing of APA products.
• Engage in business dialog to ensure that customer data is accurately presented to the APA to ensure that the new and renewal quote requests are handled within 24 hours.
• Provides status of institutional accounts and ensure that records in the databases are current.
• Maintain accurate entry of customer data in all systems as necessitated by business needs.
• Contacts vendors to question institution FTE's and institution classification.
• Make phone calls and utilize email to ensure revenue goals are being met and exceeded.
• Collaboratively works with Licensing supervisor to ensure language changes are accurately captured during the licensing negotiation process.
  
  

Education And Experience Required

• High School Diploma required. College degree preferred.
• Minimum of 5 years in a customer service function or account management, preferably in product licensing environment.
• BS in Business or Liberal Arts preferred with a minimum of 3 years in an account management function preferably in a subscription-based business.
• Position requires strong analytical ability to determine appropriate pricing, account structure and validity of information submitted in support of pricing request in excess of multi-million dollars in revenue.
• Advanced multitasking and organizational skills required with the capability to prioritize and complete projects efficiently.
• Must have strong interpersonal skills, in providing customer service, handling confidential vendor information and staff interaction.
• Operates with a keen since of urgency and effectively represent APA to vendor staff and high-value institutional customers in written and oral communications.
  
  

Computer Skills Required

• Advanced proficiency:
• MS Office Suite
• Internet
• Customer Relationship Management (CRM) database
• Salesforce
  

Responsibilities

The account representative is primarily responsible for customer relationship management and sales support performance across all products and markets for APA's publishing organization. This includes supporting customers pre-sales and post-sales, managing vendor relations, maintaining account information such as quotes, licensing and contracts. In addition, this position requires an individual with a high degree of professionalism, competence and initiative.

• License procurement
• Extensive knowledge of APA products and services
• Customer liaison for sales, marketing, training & support
• Triage and provide initial resolution of PsycNET IP technical support escalations and additional customer orders challenges
• Reporting analysis and strategic action planning for large scale projects
• Provide account reviews to enhance opportunities to drive new revenue growth
• Deliver against productivity performance goals
• Pliable to a variety of tasks with frequent changes of priorities
• Research potential customer for new account creation
• Secure market penetration with free trial set up
  
  

Other Duties As Assigned

• Including, but not limited to participation in cross functional strategies to increase the scope of systems, enhancements and procedures.
  
  

About APA

The American Psychological Association (APA) represents 146,000 psychologists, students, and affiliates, primarily in the U.S. and Canada but also in other countries around the world. APA is a scientific and professional organization with about 500 employees and is categorized as a 501(c)(3) along with its 501(c)(6) companion organization, APA Services, Inc.

Job Location: Remote: APA jobs may be considered for remote work eligibility as defined in APA’s Flexible Work Policy and are subject to approval. Remote work employees may not work from the following states or U.S. territories: Alaska, California, Colorado, Guam, Hawaii, Iowa, Louisiana, Montana, Nebraska, New York, North Dakota, Ohio, Puerto Rico, Rhode Island, U.S. Virgin Islands, Washington, Wyoming.

Application Instructions

Qualified candidates must apply online through APA’s applicant system and attach a resume and cover letter specifying your salary expectations. Applications that are submitted without both documents are considered incomplete and will not be reviewed for consideration. Once your application is submitted, you will receive a confirmation email. Please make sure to check your Spam folder if you do not receive an email from us.

The American Psychological Association is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, or any other protected categories covered under local law.