Account Support Coordinator

Location: New York, New York
Posted On: 9/11/2017
Job Code: 2164_Account
Job Description
The Account Support Coordinator works closely with the sales team and customers to prepare subscription agreements for new and renewal business for our electronic 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.


Process new sales in CRM.
Prepare subscription agreements and manage customer signature process.
Ensure all business is processed by year-end per customer-specific guidelines.
Ongoing responsibility for the validation of the process for processing active renewals and new business.
Analyze usage reports for upsell of other electronic products.
Responsible for contract execution and acts as the coordinator for all correspondence and agreements from the customer. Lines up all required internal resources to get the contract executed.
Process and complete active renewals for assigned sales team in line with year-end target.
Maintain data quality at or greater than 99.5% for agreement details in CRM.
Communicate with customers regarding details of their license agreements, product details, quotes, etc.
Act as a central contact for customers and take ownership of customer issues and work with internal stakeholders to ensure quick resolution.
Liaise with electronic helpdesk on any access and entitlements issues.
Liaise with CIM, IG and E-Delivery on a regular basis to ensure smooth transition of all business
Work with legal, customers, and account managers to prepare license agreements and have them approved by all parties.
Responsible for obtaining approvals from all stakeholders for any non-standard CRM agreement.
Utilize call tracking system for customer interactions and maintain a 95% SLA.

Required Skills:

3-4 yrs experience in customer service/account management role in a B2B environment.
Intermediate skill level in MS Excel.
Experience in working with service agreements and/or sales contracts.
Direct contact experience including client meetings, e-mail and telephone communications.
Bachelors degree in Business Administration or similar.
Fluent Bi-lingual English/Spanish in oral and written communications is desired but not mandatory Knowledge or experience with Siebel or other CRM based order management systems is considered a plus.
Category:IT  code:new
Job Requirements
MS Access/Excel, CRM, MS Office, Siebel, Account Management, Salesforce, Customer Service, English/Spanish Bilingual

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Contact Details
Tania Dwivedi
E-mail Address