Client Relationship Manager for Inside Sales

ProQuest connects researchers 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. Our 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.

The Client Relationship Manager plays 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.

• 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.

Minimum Qualifications:

• 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.

Other important information about this position:

• This position may be located in a corporate office or remote location, subject to business needs.
• Occasional travel is required.
• This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.