Customer Service Associate

The Chronicle of Higher Education is seeking a highly motivated and detail-oriented Account Manager to join its institutional sales and engagement team.  The Account Manager will contribute to the growth and retention of The Chronicle’s site license business by developing long-term customer relationships, managing the subscription renewal cycle, and creating engagement/marketing campaigns to augment readership.  This position reports directly to the Director, Institutional Sales & Engagement in the Content Revenue Department.

What you’ll do:

ENGAGEMENT:  50%

• Partner with the Director to develop and drive site license business engagement strategy.
• Deliver proactive and regular communication to current site license subscribers to include the promotion of subscription features and content through email marketing campaigns and newsletters.
• Provide regular reporting on customer feedback and engagement to include readership/usage statistics metrics, marketing campaign efficacy.
• Drive connection and relationship with primary contact(s) and affinity with the broader institution/organization audiences.
• Maintain and grow customer contact database and account profiles in CRM to build customer and communication networks.
• Represent the organization and products at library and industry events.

SITE LICENSE RENEWALS:  50%

• Oversee and track site license subscription renewals to include:
  • Generating email renewal notices for customers
  • Ongoing tracking and reporting of all site license renewals
  • Regular follow-up on open renewals
  • Processing renewal orders based on customer approvals

What you bring:

• Bachelor’s degree and 3-5 year’s relevant experience in business development, marketing, and subscription management role
• Exceptional written and verbal communication skills
• Strong digital and social media expertise
• Superior interpersonal skills and strong relationship-building acumen
• Strong work ethic, attention to detail and ability to multi-task and prioritize projects
• Ability to collaborate and work well with clients and colleagues
• Strong desire and drive to meet and achieve goals
• Experience with a CRM system such as NetSuite preferred
• Experience with higher education and/or nonprofit clients preferred
• Experience with meeting revenue expectations and marketing content or subscriptions preferred

How to Apply:  To apply, send a résumé and salary requirements to humanresources@chronicle.com  with “Account Manager” in the subject line.