Sr. Manager, Customer Account Management

Position Summary:

This position is responsible for directly administering, coordinating, and managing SciFinder, Academic, and STN customer support functions. Incumbent is responsible for the overall accuracy of CAS customer master data and manages the functions of customer master data related projects and coordinates the overall Customer Master Data working within the framework of established policies. Incumbent is responsible for directly administering, coordinating, and managing complimentary (non-billable) access to CAS files/databases to support training and CAS Commercialization initiatives. The incumbent schedules and organizes personnel to accommodate anticipated workflow and is responsible for coordinating and performing all month/week-end account setup, access, and supports finance billing functions. The incumbent also communicates, implements, and interprets customer support policies and procedures as applies to work situation, and coordinates customer support function with other departments. Incumbent is responsible for SAP ECC optimization and coordinates with Marketing Business Operations and other Sales Operations teams to ensure increased business productivity through implementation of new system solutions, in collaboration with IT.

Job Duties:

1. Ensures the accurate and timely establishment of customer accounts, and implementation of customer orders for all products, which includes SciFinder, STN, Print/CD, CAwebEdition, Client Services, and other smaller product offerings.
2. Manages operations including customer account set-up, order processing, providing customer access to products, implementing discount plans (standard and customized), handling customer inquiries and problem resolution.
3. Responsible for maintaining and issuing various types of confidential customer information, such as passwords and system access to restricted content (e.g. TSCA) file. Ensures customer services provided to are completed accurately and on-time with adherence to strict service level objectives as well as product access controls such as IP address and concurrency pools.
4. Responsible for all personnel management activities for exempt and non-exempt staff, including hiring, setting objectives and measuring performance, coaching, performance feedback and disciplinary action including performance warnings and potentially termination.
5. Communicates directly with customers in either written or verbal form and includes answering inquiries on pricing, invoicing, claims, issuance of products, etc. Additional responsibilities include providing support to other STN service centers in Tokyo, Japan and Karlsruhe, Germany by implementing discount programs offered by other centers and by providing information to STN-Columbus files and customers to other centers.
6. Ensures staff adheres to established standards in the creation and maintenance of customer master data. This includes ensuring compliance with official legal names, maintaining standards, preventing duplicate information, setting proper alerts, and capturing complete customer information. This data is critical to proper product fulfillment and accurate invoicing.
7. The incumbent’s team provides free (non-billable) access to SciFinder and STN files for purposes of customer training, and other support functions along with administering CAS/ACS Marketing initiatives. CAS files are used for database building in Editorial Operations and are a critical component in the production of CAS products. Non-billable access requires adherence to strict protocol and usage limits and must be tightly managed. CAS/ASC Marketing initiatives requires adherence to strict protocol through documented work processes and procedures, program tracking, monitoring and quality assurance measures to ensure accuracy.
8. Responsible for evaluating process and system support needs, such as SAP ECC, SFDC, Sharepoint, Salespoint, etc., and recommending and implementing changes to workflow to maximize effectiveness. This also includes acceptance testing of system enhancements and changes supporting new products and/or pricing plans.
9. The incumbent is responsible for preparing proposals for Senior Management review to address policy exceptions or special pricing arrangements. This also includes maintaining authoritative and up-to-date product support policy documentation.
10. Responsible for implementation, monitoring, and developing program tracking for ACS/CAS distinctive programs that include but are not limited to: (e.g.., Unemployed Scientist, CAS Walk-in Access, ACS Member Benefit, Chemistry Olympics, etc. …)
11. Responsible for developing, maintaining and managing process documentation efforts to ensure accurate work instructions, proper QA controls and integration in support of continued process improvement via technology solutions where possible and while supporting manual processes as necessary.
12. Lead program activities for SAP ECC development/maintenance, along with other SAP products, Sharepoint, Salespoint, etc., to meet project needs, priorities and deadlines while interfacing with functional Sales Operations (SO) team process owners/users to identify, define and document needs/objectives, current operational procedures, problems, input and output requirements and levels of system access. In addition, will work closely to coordinate activities with other SAP program managers within SO to support buy-in from process owners and end-users on proposed new business processes and/or changes to existing ones. All these efforts involve close working interactions with the CAS Sales Strategy and Operations team in coordinating the collective SAP activities to ensure increased productivity and process integrity.

Job Qualifications:

• Bachelor’s Degree Business, Marketing, or related
• 8 or more years of direct sales operations experience
• Minimum 4 years in a management role supervising direct reports
• Strong management acumen to direct a large staff supporting multiple product lines with tight service level objectives and constantly changing programs and priorities
• Proven top notch leadership skills and the ability to inspire, motivate, encourage, and develop the team; create a fun workplace that delivers great results
• Demonstrated ability to work with the team to identify and Implement process improvements
• Interacts effectively with staff, peers and management at all levels across CAS and at other service centers and collaborates with these teams to create better outcomes for our customers and staff
• Strong understanding of business priorities and ability to partner our commercialization teams to shape strategy and approach for sales and marketing initiative
• Strong interpersonal, written, and verbal communication skills with an ability to express complex situations in clear business terms
• Ability to develop a strong understanding of the product lines supported, as well as strong SAP functional knowledge, applicable business practices, metrics, pricing models, and business partnerships to ensure accurate, consistent, timely, and properly executed functions
• Excellent customer-focused service attitude, and demonstrated flexibility to adapt to rapid change within a sales environment
• Proactive focus on accuracy and operational cost efficiency, and applies appropriate and effective controls and risk mitigation measures
• Ability to handle complex issues requiring innovative solutions, strong analytical, problem solving, and conceptual skills
• Ability to draw conclusions from data analyses and prepare sound business recommendations.
• Ability to think strategically
• Demonstrated experience with MS Office applications, Advanced SAP and UNIX, Basic SQL and Oracle skills

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran.