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Client Relationship Manager in Taipei at ProQuest

Date Posted: 6/25/2018

Job Snapshot

Job Description

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. 

This is a full-time position and based remotely from home office in Taiwan.

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.

  • Maintains client base and corresponding retention volume by undertaking usage analysis, research, negotiation, and other activities that increase and solidify customer loyalty to ProQuest products through emails, phone calls, and other client communication venues.
  • Handles all renewal order management through Order Cloud and customer portals as required.
  • 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 regular account reviews, including contract status, product migration and cross-sell/upsell opportunity, account penetration, and issue review, providing updated and regular status reports to Account Managers and CRM/Sales Directors.
  • 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.
  • Identifying, executing, and timely entry of campaign leads and client activity into SalesForce.com.
  • Provides weekly reporting to Account Managers, Product Specialists and Regional Sales/CRM leaders and escalates any issues that would impact renewal or new business.
  • Actively learns about ProQuest offerings and products.

Ideal 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 written and verbal communication skills and proficiency 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:

Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

  • Fluency in languages needed in region 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.
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.