Client Services Manager - Remote

IEEE; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading global organization is seeking a Client Services Manager. The role involves building relationships and educating diverse audiences about IEEE publications and tools. This full-time, telecommute position supports global customers and requires strong interpersonal skills and experience in customer service and engagements.

Qualifications

• Bachelor's degree required, Master's preferred.
• 4-7 years proven track record in customer relationships and presentations.
• Experience in library, publishing or STM databases preferred.

Responsibilities

• Plan and lead training and customer support programs.
• Educate customers on IEEE products and services.
• Collaborate with teams for effective outreach and support.

Skills

Public Speaking

Interpersonal Skills

Training Expertise

Written Communication

Organizational Skills

Digital Library Knowledge

Team Collaboration

Attention to Detail

PC Skills

Education

Bachelor's degree

Master's in Library and Information Sciences

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job 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.

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
• Video production skills (Camtasia) a plus

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.