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Content and Workflow Consultant in Melbourne at ProQuest

Date Posted: 6/5/2018

Job Snapshot

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Job Description

The Content & Workflow Consultant works closely with the Sales Team to coordinate eBook and print content with customers and identify opportunities for growth and innovation.  This is a regular and part time position (21 work hours weekly) and based in the ProQuest Melbourne’s office.

Duties and Responsibilities:

  • Nurtures account retention and growth by engaging with clients and performing analysis and research to gain insights, communicating new and improved product functionality, and identifying opportunities to introduce new content and adjust access profiles.
  • Articulates clear and compelling ProQuest value proposition through update sessions, phone calls, webinars, and other client communication avenues.
  • In collaboration with stakeholders, participates in regular account reviews for key customers, taking the lead on eBook services and workflow, and contributing toward contract renewal, product visioning, account penetration, issue resolution, and overall sales strategy.
  • Acts as an advocate for both the customer and ProQuest to ensure expedient and appropriate problem resolution and responses to questions.
  • Works closely with Collections Consultants to coordinate print and eBook efforts with customers and identify opportunities for the integration of ProQuest services.
  • Supports partner vendors with account initiation and ongoing account support.
  • Provides early identification of potential customer problems through data monitoring and personal communication.
  • Identifies, manages, and resolves problems via collaboration with internal teams such as Product Management, Customer Experience and Service, Collections Consultants, and Implementation.
  • Maintains communication with product colleagues over development of customer and internal interfaces, identifying opportunities for new development and participating as needed in the design of new services.
  • Identifies and pursues new business opportunities with existing clients in conjunction with Product Specialists, Account Managers, and/or other colleagues.
  • Provides regular reporting and other information to Account Managers, Product Specialists, and Sales Managers.
  • Enters leads and customer activity into
  • Develops familiarity with OASIS and with CIS profiling capabilities.
  • Actively learns about ProQuest offerings and products.
  • Maintains industry awareness.
  • Maintains awareness of evolving collections and workflow needs of academic libraries.

Ideal Qualifications:

  • Bachelor’s degree or higher, plus at least 5 years’ related experience in a role supporting library sales, customer service, or collection development, or within a library collection development/management operation.
  • Ability to manage and escalate client concerns to reach resolution and to recommend change to address concerns systematically.
  • Ability to work independently and collaboratively, making decisions with good judgement based on data and other resources.
  • Ability to accomplish highly detailed tasks.
  • 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.
  • Strong presentation skills to individuals and groups.
  • Strong research and problem solving skills.
  • Strong verbal and written communication skills; fluent in English.
  • Strong organization and prioritization skills.
  • Proficiency in Microsoft Office suite of products and related software 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.

  • Masters’ degree in Library Science or related.
  • Experience in consultative selling and strategic account management.
  • Professional engagement such as writing, speaking, or organizational participation.
  • Fluency in languages other than English.

Other important information about this position:

  • This position may be based in a variety of ProQuest office locations and may be appropriate for full or partial remote work, subject to approval.
  • Regular 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.

The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.


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