Client Services Manager

IEEE; Welcome (SC); Remote; USD 58,000 - 90,000; Full time

Job summary

IEEE is seeking a Client Services Manager who will play a crucial role in building relationships with customers and training them on various platforms like the IEEE Xplore Digital Library. This full-time telecommuting position emphasizes customer engagement and offers the opportunity to impact global users while managing multiple responsibilities with minimal supervision.

Qualifications

• Bachelor's degree is required, Master's preferred.
• 4-7 years of experience in customer relationships, training and library systems is required.
• Excellent public speaking and interpersonal skills are essential.

Responsibilities

• Build customer relationships and encourage usage of IEEE products.
• Plan and lead customer support programs and outreach.
• Educate librarians and authors on Open Access workflows.

Skills

Public Speaking

Interpersonal Skills

Training Expertise

Organization Skills

Communication Skills

Education

Bachelor's degree

Master's in Library and Information Sciences

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

IEEE is an EEO/AAP Employer/Protected Veterans/Disabled

We require all applications on line, if you require assistance contact [e-mail]

Job Description - Client Services Manager (250160)

Job Description

Client Services Manager - 250160 : KNW-C40

Description

Job Summary
The Client Services Manager builds relationships with IEEE customers, encouraging usage and educating researchers, authors, librarians and administrators about IEEE publications, the IEEE Xplore Digital Library, and other IEEE platforms and products.

The incumbent will incorporate resourcefulness and solutions orientation to manage time and workload, balancing demands and priorities. The role typically reports to the Director, Client Services, and requires minimal supervision. This position has no direct reports.

This is a full-time telecommuter position for a U.S-based CSM supporting global customers.


Key Responsibilities

• Plan, organize, and lead programs of awareness, training, and customer support supporting IEEE Global Sales’ customers.
• Develop and implement engagements that educate, build customer relationships, and drive IEEE interactions for multiple audiences, including librarians, authors, engineers, students, and faculty.
• Collaborate with IEEE Sales and Client Services Director to prioritize and plan effective activities, outreach, and training for academic, corporate and government customers.
• Support IEEE Open Access by educating administrators and authors on OA workflows and author tools.
• Assist with introductions of new products and platforms.
• Support customers during roll-out of new subscriptions and monitor usage to encourage promotion of new content or platforms.
• Contact sales colleagues regularly to share customer information, upcoming plans, and strategies.
• Report customer feedback to product development and design teams through regular reports and updates to customer request lists. Report issues that interfere with usage or access via regular meetings with product staff.
• Create client-specific training and promotional materials including custom tutorials, flyers, user guides, etc.
• Monitor emerging trends in outreach, training, Open Access, and scholarly communications.
• Occasional in-depth research projects to assist sales, marketing programs, and product design.

Travel Information

• 25% Domestic and International Conference and IEEE event attendance, as needed.

Qualifications

Education

• Bachelor's degree required
• Master's in Library and Information Sciences, or related field strongly preferred

Work Experience

• 4-7 years proven track record of fostering strong customer relationships
• 4-7 years presentation, live demonstration or interactive training expertise
• 4-7 years library, publishing or STM database experience preferred

Skills and Requirements

• Demonstrated excellence in public speaking and interpersonal skills
• Demonstrated training expertise -- comfort with electronic information products and ability to demonstrate products one-on-one or for large audiences, both in-person and online
• Enthusiasm and energy for customer engagement
• Excellent written and verbal communication skills
• Knowledge of Open Access, scholarly communication, information industry and library trends, methods, and technologies
• Experience with scientific digital libraries or STEM background strongly desired.
• Strong organizational skills; attention to detail
• Demonstrated ability to work both independently and collaboratively as part of an international team.
• Strong familiarity with running meetings and events on web conferencing systems.
• Strong PC skills: Microsoft Excel, Microsoft Word, PowerPoint, booking tools, etc.
• Ability to travel as needed to NJ headquarters, conferences, and occasional customer events

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, ADA Requirements. This position is classified under Category II – Mobile 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.
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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.

A non-profit organization, IEEE is the world's leading professional association for the advancement of technology.