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Content Account Manager

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Operations (inc. Manufacturing)
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Elsevier
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OPE001N3 Requisition #


Who are we?

Elsevier is a world-leading provider of information solutions that help you make better decisions, deliver better care, and sometimes make groundbreaking discoveries in science, health, and technology. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well being. We are delivering next-generation professional information solutions and technology to our broad client base – and we need a team of exceptional sales leaders and professionals to join us on the journey.

 

Elsevier publish over 2,500 journals and more than 33,000 book titles, and provide web-based, digital solutions — among them ScienceDirect, Scopus, Evolve, Knovel, Reaxys and Clinical Key.

 

Job Title:

Content Account Manager

Purpose of the job:

Within the Elsevier Global E-Operations department, Content Management specializes in the production of scientific, fully indexed bibliographical databases like EMBASE, BIOBASE and GEOBASE. All primary source materials (scientific journals/books/proceedings) relevant for the various database collections are received and distributed into the production process with the correct bibliographical and processing information. Once these materials are processed by our suppliers, input files are returned, validated and loaded in the production database. From this database, output files are generated and delivered to all customers and products.

Being part of GEO, the Content Management team is responsible for ensuring timely delivery of all content, and also start up of new journal subscriptions.

The following are the main tasks of the Content Account Managers:

• Check publisher information

• Verify claims validity

• Claim issues with publishers

• Create and maintain subscriptions

• Handle customer queries

 

Key Result Area:


Account Management:
• Monitor the currency and completeness of the allocated accounts through the entire end-to-end process of CAR production.
• Start up subscriptions of new journals, check publisher information is correct and send standard letters and follow up regularly.
• Preparation and maintenance of annual renewals schedules, with attention to the updates for the sources in Opsbank II.
• Annual maintenance of all the titles in the respective accounts for the accuracy of source information in the products
• Paper: Check publisher/supplier contact information, contact the publisher when necessary using standard letter templates. Follow up with further letters/phone at intervals to ensure content is delivered.
• Internet: comparison of claims with publisher website to check if claims are ‘real’. Change claim status in database
• Attend to customer queries on the missing content and data correction and ensure quick resolution of queries with timely response to customers

 

Timeliness and Quality
• Ensure maximum speed and efficiency in the end-to-end process: early detection and resolution of delays and problems, both internal and external, including at suppliers.

• Monitor overall quality of the sources internally in Opsbank II and in end-products.

• Provide the necessary feedback to suppliers to maintain and improve quality

• Check for the accuracy of source information through annual maintenance of all titles in respective accounts by checking the websites or contacting the publishers for source information updates

Communication and Customer Focus

• Act as a single point of contact for all aspects of the end-to-end CAR production process for internal and overseas teams like SAS, Production team (Amsterdam), Content Coverage Management team, PM&D, suppliers, publishers, and Content Providers, professionally representing Elsevier in all dealings with external contacts.
• Provide second-line support to Authors, Editors and database customers about the status of titles subscribed in Elsevier products.

Solves Problems and Analyzes Issues

• Proactively manage/ prevent escalations in their respective accounts and suggest corrective and preventive actions to arrest known problems.
• Proactively identify problems in the accounts and work on action plans/ workarounds

Supports projects and initiatives

  Active participation and contribution towards CI activities and projects with measured benefits

  Suggests and successfully implements ideas for process/system improvement

 

 

Key Competencies:

Competency

Level

Level Description

Communicates Powerfully and Prolifically

Level 2

Provides clear instructions and direction to others.
Is able to both actively listen to and effectively question to understand another’s viewpoint.
Helps others understand situations by communicating business context.

Champions Change

Level 1

Willingly gets involved in work assignments/projects that are driven by a change.
Accepts fundamental changes to job responsibilities.
Embraces new processes, procedures or systems.
Responds positively when asked to make changes or when change is needed.
Makes the most of a new or difficult situation.

Takes Initiative

Level 1

Volunteers for new job responsibilities or projects.
Identifies areas within own role that could be improved.
Notices and acts on opportunities to contribute more without being asked.

Solves Problems and Analyzes Issues

Level 1

Is able to understand, analyze and resolve core issues within own role.
Works with others on solving complex problems and issues.

Collaboration and Teamwork

 

Level 1

 

Is able to understand, analyze and resolve core issues within own role.
Works with others on solving complex problems and issues.

 


Functional and Technical competencies:

·         Excellent organizational skills; ability to prioritize; problem solving; teamwork

·         Experience working with large content databases and content processing workflows preferred

·         Strong customer focus and service orientation balanced with attention to company interests

·         Effective teambuilding skills; positive and constructive approach to problem solving and teamwork

·         Good written and verbal communication; Inquisitive; analytical skills, eye for detail

Education, Knowledge, Skills and Experience:

General Knowledge and Technical Skills: -

• Experience with Microsoft Office, Outlook and internet searching

• Good command of English language in word and writing

• Ability to write excel macros and SQL queries is a plus

Required Education and Experience:

Educated to bachelor’s degree level or equivalent experience

1-2 years of experience in any industry (Previous publishing or customer service experience desired)


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