Client Relationship Manager - Inside Sales

ProQuest connects people with vetted, reliable information. As a leading technology provider, ProQuest drives better outcomes for researchers and greater efficiency for the libraries and organizations that serve them. The company's cloud-based solutions are a gateway to the world's knowledge and enable researchers, students, and librarians to discover, access, share, create, and manage information.

If you are looking for culture of continual improvement – turning good into great, and great into exceptional, look no further! Come join the ProQuest team!

Position Summary:

As a Client Relationship Manager, you will play a critical role in maintaining successful client relationships, managing renewals, driving incremental revenue and providing invaluable cross-functional perspective on product and process improvements to the client experience.

Duties and Responsibilities:

  • Nurtures account retention and portfolios by proactively engaging with clients to gain insight, communicate new and improved product functionality, identify opportunities, and foster add-ons and upselling.
  • Clearly and compellingly articulates the ProQuest value proposition through update sessions, phone calls, webinars, and other client communication venues.
  • Maintains client base and corresponding retention volume by undertaking analysis, research, negotiation, and other activities that increase and solidify customer loyalty to ProQuest products.
  • Based on client interactions and monitoring key metrics and revenue reporting, provides early identification of and mitigates potential client issues.
  • Identifies, manages, and resolves issues via collaboration with internal teams such as Product Management, Customer Experience and Service, and Implementation.
  • Acts as an advocate for both the client and ProQuest to ensure expedient and appropriate resolutions.
  • Executes annual account review reports/sessions including contract status, product visioning, account penetration, and issue review.
  • Identifies and pursues new business opportunities with existing clients in conjunction with Product Specialist and/or Account Manager's efforts.
  • Collaborates with Account Managers and Product Specialists to support overall sales strategy and account support.
  • Enters leads and client activity into SalesForce.com.
  • Provides weekly reporting to Account Managers, Product Specialists and Sales Managers and escalates any issues that would impact renewal or new business.
  • Actively learns about ProQuest offerings and products.

Our Ideal Candidate Will Have:

  • Associates' degree or higher, plus at least 5 years' related experience in inside sales or customer service, or equivalent combination of education and experience.
  • Understanding of consultative selling and strategic account management.
  • Outstanding verbal communication skills; fluency in English.
  • Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships.
  • Strong multi-tasking, organizational and prioritization skills, with ability to maintain professional demeanor under pressure.
  • Creative problem solver and decision maker, with enthusiasm and focus to reach positive outcomes.
  • Ability to work independently and collaboratively, making decisions based on data and good judgment and drawing on resources to support decision making when appropriate.
  • Ability to analyze, compare, evaluate, reconcile and draw meaningful conclusions and action plans from data.
  • Capacity to learn and effectively utilize SalesForce.com and other programs relevant to the role.

Ancillary Qualifications:

  • Advanced degree in Library Science.
  • Fluency in languages other than English.
  • Strong working knowledge of SalesForce.com.

Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

EOE/M/F/Vet/Disabled


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