Customer Center Analyst (E2549)

Job Summary
This position supports IEEE account managers, area mangers, international sales dealers, internal stakeholders and external customers. The incumbent in this position is responsible for supporting business system applications relative to IEEE Xplore digital subscriptions, customer inquiries, and ad hoc projects as assigned. This position will provide complete and accurate information to internal and external customers in a timely and efficient manner.

This position will also support increasing the value of the digital subscription portfolio by identifying product and platform innovations based on customers' feedback and needs, and they will play an important role in revenue generation for existing customers by recognizing upsell and cross-sell opportunities for additional sales.

The incumbent in this position will interact with IEEE organizational unit leadership, authors, librarians, contacts in the corporate, academic, and government sectors and other interested parties to maintain goodwill between IEEE and its customers. The he/she ) provides analysis and recommendations for solutions to management. The incumbent reports directly into the department's manager, however, is empowered and expected to work with internal stakeholders and resources to identify and implement solutions for customer issues.

Once trained and deemed proficient in their job, the employee may be eligible to work in a hybrid office/remote structure that includes periodic telecommuting in accordance with IEEE and departmental practices.

Key Responsibilities

• Account Manager and Dealer Support
• Works closely with the IEEE Account Managers, and international Dealers in support of new and renewal online package product subscriptions.
• Responsible for regional territories where prospective sales are negotiated promptly to facilitate the order process and to promote customer satisfaction. He/she provides high level administrative support by conducting research, preparing statistical reports, and handling information requests.
• Keep IEEE account managers aware of any important updates or issues affecting their customers.
• Analyzes usage statistics reports and monitors denials usage for existing customers through specialized knowledge of customer usage trends, and reviews the trends with account management.
• Creates opportunity documents, account documents and append product and pricing information to customer records in order to keep sales forecasting accurate.
• Identifies low usage accounts and monitor Enterprise customers running out of downloads or expiring.
• Identifies cross-sell opportunities from daily customer interactions and forwards them to account managers and sales Dealers. This typically results in increase of sales.
• Updates lead generation program for sales staff.
• Assists with any necessary paperwork for the sales team.
• Creates presentations and facilitate training for new support features for sales staff.
• Customer Support/Service for IEEE Xplore
• Supports all Xplore digital subscribers by maintaining records on the CRM tool Oracle Service Cloud, the BMS tool (Siebel), SFDC (SalesForce) and Rightcare to be used by customer operations as the start of the customer renewal process. The sales revenue of the Xplore digital library portfolio in 2024 exceeds $300 million.
• Supports incidents received on a daily basis, including responding to email inquiries, chat sessions, and telephone calls.
• May have to research and inquire for a resolution from our internal departments and therefore must be able to work as a team player.
• Must be able to recognize and report trends in multiple customer issues which may be a symptom of a larger problem.
• The Customer Operations department has established metrics for responsiveness, quality and productivity which must be met on a daily basis.
• IEEE Xplore Technical/ Authentication Support
• Maintains awareness of new authentication methods, discovery services and Xplore enhancements.
• Researches and, when necessary, report any technical problems to the subject matter expert of the appropriate internal department for resolution.
• When necessary, organizes and hosts direct communications (telecon, Webex etc) between IEEE technical support and the end user customer in order to facilitate timely resolution.
• Interacts with customers whose accounts have been suspended due to misuse of their Xplore subscription and work to resolve issues.
• Performs customer contact database updates and additions.
• Customer and Dealer Compliance, License Agreement Negotiations
• Interacts with customers regarding misuse issues to identify and resolve the source(s) of the infractions and provide strategic analysis to the team.
• Conducts audits of dealer-submitted orders to ensure they comply with IEEE pricing standards. When necessary, he/she will contact the dealer to discuss matters of non-compliance in an effort to clarify and reinforce IEEE policies.
• Maintains the process of compiling the response to the RFQ by collecting information from internal stakeholders and subject matter experts. Although product license agreements are usually negotiated by the Customer Licensing team, this position may assist with such negotiations when they are part of the RFQ.
• On those occasions when working remotely, the employee must maintain all quality and productivity standards to maintain hybrid remote eligibility. To that end,employees must sign into IEEE systems promptly at the beginning of their assigned shift, and they must remain in continuous communication with their manager and coworkers throughout the business day via the methods made available to them including personal and group chat, text email and/or telephone.

Education

• Bachelor's degree or equivalent experience Req

Work Experience

• 2-4 years Relevant experience in a deadline-driven, fast-paced, Sales/Marketing, customer-focused environment. Req
• 2-4 years Directly related experience in lieu of a degree. Req

Skills and Requirements

• Occasional domestic and International travel is required, and the incumbent should have a valid passport.
• His/her prior experience must demonstrate exceptionally strong attention to detail in combination with a proven ability to follow-through on processes.
• This person must have the strong ability to write/speak clearly and effectively in English.
• Proficiency in another language is desirable.
• Demonstrates strong organization, multi-tasking skills.
• Prior training in SFA tools is essential. (SalesForce.com is a strong plus)
• Proficient in the use of the Microsoft Office suite (Word, Excel and Powerpoint).
• Skilled with Interpersonal interactions (both verbal and written)
• Detail oriented, independent-yet-team-oriented, self-starting, proactive demeanor.
• Able to work equally effectively in the office as when working remotely (if applicable)

Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under Category I - Office Positions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
===============================================
Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.