Senior Executive - Account Support

Job Title

• Title: Senior Executive - Account Support
• Department: OUPIPL
• Location: Kolkata

About the Role

The Senior Account Executive is responsible for delivering specialist pre and post-sales customer success services to customers, including Consortia, Institutions, and Subscription Agents in South & Southeast Asia. The role aims to deliver strong customer retention and upsell opportunities through improved customer experience and understanding of Academic’s digital products/services. This position involves quickly resolving complex issues experienced by customers, understanding root causes of common issues, and proactively feeding into solutions and creating customer-facing support tools. Additionally, the role includes undertaking daily office administrative activities to support operational efficiency.

Key Accountabilities

• Customer Relationship Management:
  • Deliver long-term customer relationship management for all Key Accounts, including Traditional Journal subscription agents and most valued institutional customers.
  • Proactively provide Business Partners with tools necessary to promote Academic’s products and services, including up-to-date pricing and title lists.
  • Support Regional Account Managers and Executives to maintain strong customer relationships in support of customer success.
• Customer Retention & Risk Management:
  • Improve customer retention by identifying and intervening with at-risk usage accounts.
  • Support Credit Management with overdue invoice payment recovery to minimize bad debt.
  • Monitor Agent purchasing and claims trends to identify opportunities for business efficiency enhancement and to identify any potentially fraudulent activity.
• Market Analysis:
  • Conduct market, gap, and usage research/analysis.
  • Systematically capture customer feedback and market trends to feed back into the business for continual improvement and innovation, including feeding into the creation of specialist tools.
• Drive Customer Value and Satisfaction:
  • Coordinate with the UK Sales Operation and Processing team to ensure high-quality local technical support for all customers.
  • Ensure increasing value of Academic UK Journals and Online products through readership and impact factors.
  • Develop specialist knowledge to quickly understand and resolve issues, understand root cause issues, and escalate complex technical issues promptly.
• Stakeholder Engagement:
  • Establish and maintain successful working relationships with all internal departments involved in ensuring Academic-UK sales to customers in South & Southeast Asia remain healthy and compliant with local requirements.
  • Engage with Group Tax, Sales Agreements, Credit Management, and Ethics & Compliance teams.
• Communication:
  • Establish and maintain regular communication with globally based Academic teams and departments.
  • Communicate effectively with other Regional Account Managers across all global markets to work knowledgeably and efficiently.
  • Stay updated with policy and process changes within Academic UK and the publishing sector.
  • Effectively communicate changes and updates to local teams to ensure alignment with departmental goals where relevant.
• Office Administration:
  • In consultation with OUP India and the Associate Sales Director, oversee administration and reconciliation of Vendor accounts and OUPIPL overhead expenses.
  • Ensure all costs are accurately accounted for and processed in accordance with existing policy and guidelines.
  • Carry out basic ad hoc activities as required from time to time, in support of smooth business operation and departmental goals being achieved.
• Personal Management:
  • Maintain a thorough knowledge of the electronic information publishing industry and OUPIPL’s position within it to help maintain competitive advantage.
  • Work in a way that upholds OUP’s Ethics and Compliance practice and Code of Conduct.
  • Actively demonstrate OUP values and qualities.

About You

• Essential:
  • Strong organizational and presentation skills.
  • Proven empathy and communication skills.
  • Relationship/Account management experience.
  • Self-driven and results-oriented.
  • Customer relationship management system experience.
  • Excellent English language communication skills.
  • Experience in triaging and resolving technical issues.
  • High level of integrity and dependability with a strong sense of urgency and results-orientation.
• Desirable:
  • Additional skills or experiences that would be beneficial but are not required.

Resources

• Internal:
  • Interface with representatives from Sales, Marketing, Customer Service and Product teams, Credit Management, Finance, Group Tax, and Ethics & Compliance within the organization.
  • Access to MyLearning training courseware, coaching, and development support from the line manager.
• External:
  • Institutional subscribers (librarians), subscription agents, vendors of OUPIPL in terms of office requirements.

Organizational Structure

• The post has no line management responsibility.

Success Measures

• Customer and Traditional Subscription retention/renewal percentages.
• Bad Debt recovery stats.
• First contact resolution stats.
• Customer Satisfaction Score.
• Qualitative customer and colleague feedback.

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