Customer Engagement Analyst I

The Customer Engagement Analyst is responsible for contacting customers twice during their yearly subscription to Elsevier products. The Customer Engagement Analyst shall help the Sales team gauge their total hold of their jurisdictions in terms of risk rating, need for follow-ups, assess the customer’s chances of renewal and solve any blockers, if necessary, by providing a thorough and descriptive report.

This role requires someone to be sensitive and familiar with tones that denotes sarcasm or commendation whether via email or phone calls. The Customer Engagement Analyst is expected to uncover ongoing and potential challenges by flagging the point of contact or Account Manager, as necessary. Submit reports on a timely basis as prescribed. The Customer Engagement Analyst should hit or exceed the required number of contacted leads per month. One must be creative and diligent in creating a variety of email and voicemail templates. This role should also be adept with time zones and must have a good sense of timing when making calls.

Qualifications:

• Bachelor's Degree holder

• Excellent communication skills

• Proven experience in conducting outbound calls

• Skilled in handling professional business email correspondence

• Proficient in utilizing Salesforce for CRM and sales operations

• Background in sales is preferred

• Strong customer service experience

• Demonstrated experience in account management

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