As the world’s leading publisher of science and health information, the Company serves more than 30 million scientists, students, and health and information professionals worldwide. The Company plays an essential role in the global science and health communities to contribute to the advancement of these critical fields. By delivering world-class information and innovative tools to researchers, students, educators and practitioners worldwide, the Company helps them increase their productivity and effectiveness. They continuously make substantial investments that serve the needs of the global science and health communities. The Company partners with a global scholarly community of 7,000 journal editors, 70,000 editorial board members, 200,000 reviewers, and 500,000 authors publishing 2,000 journals as well as 17,000 books; with 1,900 new books each year. The Company’s existence extends back over 125 years. Headquartered in Europe, the Company employs more than 7,300 people in over 70 offices across 24 countries.
The Company’s operations are organised in two divisions: Science & Technology and Health Sciences. Their products and services include electronic and print versions of journals, monographs, textbooks and reference works, and cover the health, life, physical and social sciences.
The Science & Technology group’s mission is to contribute to the progress and application of science, by delivering superior information products and tools that build insights and enable advancement in research. They serve over 10 million researchers, across 4,500 academic and government research institutions, corporate research labs, booksellers, librarians, scientific researchers, authors and editors in 180 countries.
The Health Sciences group’s mission is to advance medicine by delivering superior education, reference information and decision support tools to doctors, nurses, health practitioners and students. They serve more than 20 million allied health professionals, students, medical researchers, pharmaceutical companies, hospitals and research institutions, and publish information in 12 languages.
Call Activitie (Pre-Call Analysis, Initial Call, Follow-Up)
Be the key resource and support for the Account Manager in the sales process, including:
• Preparation of pre-sales call reports (3-year history, attrition analysis, print spend analysis, etc) utilising Business Objects and Siebel systems.
• Conduct required analyses for the sales call, including web page analysis (review of institution mission, budget and digital library initiatives) and other relevant information analysis and preparation.
• Assist the sales person with the preparation of presentations, materials and collaterals for their account sales call.
• Assist the sales person in preparing trial agreements and liaise with Fulfilment to ensure the timely entitlement of the service on trial.
• Prepare any follow-up correspondence for the sales person.
• Act as the central point of contact for customers towards the internal partners within the Company.
• Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues.
Sales Administration and General Support
• Act as the first line of contact for customers’ queries related to agreement status, invoicing, title reconciliation, and other (similar) non-sales related questions.
• Be the leading person to solve customers’ queries (problem solving) including solution access de-activation, incorrect usage statistics, print subscription adjustments, etc.
• Subscriptions order, contracting and invoicing management (order to cash) for commercial sales closure.
• Prepare and send proposals and agreements to prospects upon request from the sales person, ensuring achievement of all state models, approval of all terms and sign-off by the appropriate authorities involved.
• Be the owner of account and holdings reconciliation, and be responsible for the data accuracy.
• Follow up with customer requests where applicable.
• General customer service where applicable, returning phone calls and replying emails in a timely manner.
Post-Sales Activities
• Responsible for agreement execution. This includes being the traffic coordinator for all correspondence and agreements from the customer and lining up all required internal and external resources and contributors to get the agreement executed.
• Periodic subscription renewals and revenue reporting.
• Keep the sales person aware and informed of all internal sales related activities.
• Periodic reporting to the E-Sales Support Manager, distribution of task list to the sales person and proactive follow-up with work-in-progress tasks.
• Maintenance of main files, electronic files and personal files.
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