Client Services Manager (E2570)

Job Summary

IEEE seeks a creative and enthusiastic Client Services Manager to build relationships with IEEE customers in Western North America; encouraging usage and educating researchers, authors, librarians and administrators about IEEE publications, the IEEE Xplore Digital Library, and other IEEE platforms and products. This is a full-time telecommuting position and preference will be given to candidates within easy reach of the San Francisco Metro Area.

The incumbent will incorporate resourcefulness and solutions orientation to manage time and workload, balancing demands and priorities. The role typically reports to the Director, Client Services, and requires minimal supervision. This position has no direct reports.

Key Responsibilities

• Plan, organize, and lead programs of awareness, training, and customer support using a variety of modalities (online, hybrid, and in-person), supporting IEEE Global Sales in a defined territory.

• Develop and implement workshops and events that educate, build customer relationships, and drive IEEE engagement for multiple audiences, including librarians, authors, engineers, students, and faculty.

• Collaborate with IEEE Sales and Client Services Director to prioritize and plan effective activities, outreach and travel for a region that includes academic, corporate and government customers.

• Support IEEE Open Access by educating administrators and authors on OA workflows and author tools.

• Represent IEEE in designated territory by organizing complex events, such as IEEE Xplore customer meetings, authorship workshops, IEEE Student Branch-sponsored activities, university/industry outreach programs, customized events, and public speaking opportunities

• Assist with introductions of new products and platforms.

• Support customers during roll-out of new subscriptions and monitor usage to encourage promotion of new content or platforms.

• Contact top customers regularly. Contact sales colleagues regularly to share customer information, upcoming plans, and strategies.

• Report customer feedback to product development and design teams through regular reports and updates to customer request lists. Report issues that interfere with usage or access via regular meetings with product staff.

• Create client-specific training and promotional materials including custom tutorials, flyers, user guides, etc.

• Travel as needed, for customer visits, conferences, training and awareness events.

• Monitor emerging trends in outreach, training, Open Access, and scholarly communications.

Education

• Bachelor's degree required

• Master's or other advanced degree Library/Information Sciences or related field preferred

Work Experience

• English fluency required

• 4-7 years cumulative work experience with 5 years library, publishing or STM database experience required

• Proven online search and demonstration expertise required

• Knowledge of information industry and library trends, methods and technologies required

Skills and Requirements

• Demonstrated excellence in public speaking and interpersonal skills

• Demonstrated training expertise -- comfort with electronic information products and ability to demonstrate products one-on-one or for large audiences, both in-person and online

• Enthusiasm and energy for customer engagement and independent business travel

• Excellent writing skills

• Knowledge of Open Access, scholarly communication, information industry and library trends, methods, and technologies

• Experience with scientific digital libraries or STEM background strongly desired.

• Strong organizational skills; attention to detail

• Ability to travel 30% of the time

• Demonstrated ability to work both independently and collaboratively as part of an international team.

• Strong familiarity with running meetings and events on web conferencing systems.

• Strong PC skills: Microsoft Excel, Microsoft Word, PowerPoint, booking tools, etc.

• Video production skills (Camtasia) a plus

Other Requirements:

As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under Category I - Office Positions.

IEEE is an EEO/AAP Employer/Protected Veteran/Disabled

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Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.