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Client Relations Specialist

The University of Chicago Press

Chicago, IL ~ July 24, 2018

The University of Chicago Press is seeking a Client Relations Specialist, to work with Individual, institutional, corporate, and library customers for the Press’s online products. This role falls within the Books Marketing department and is primarily responsible for account management and the implementation of outreach efforts for subscription-based reference products from the University of Chicago Press. This role includes participation in lead development and sales strategy, as well as ongoing client relationship and account management and individual customer service by phone and email via an online help desk. Additionally, the CRS will assist in library marketing, promotions, and publicity activities for the reference and writing book list.

The Client Relations Specialist works closely with Marketing and Customer Service teams to manage both individual and institutional subscriber accounts, acting as a project manager on campaigns and sales efforts. The CRS will work with the Sales Force CRM interface, and utilize both traditional and digital marketing methods for customer outreach and retention. The Client Relations Specialist also conducts market research, analyzes results, and develops sales strategies based on findings. 

Responsibilities:

  • Customer Service for current and trial subscription customers. Under the supervision of the Associate Marketing Director, Reference, this person bears responsibility for day-to-day customer service and client management for the CMOS Online and SSF Online subscription products. Assists customers by implementing new accounts and subscription renewals. Troubleshoots institutional access and website issues, working with internal IT and customer service teams. Serves as customer liaison, escalating issues internally as needed. Processes orders and daily account maintenance.
  • Sales and Outreach to Prospects. Researches potential new customers and follows up with previous customers to maximize subscriber retention. Maintain a record of efforts and work with outside sales agents to complete sales. 
  • Market Research and Analyses. Conducts market research to discover new sales opportunities. Track and measure current and potential customer feedback.
  • Library Marketing, Promotions, and Publicity. Working alongside the Promotions Manager, the CRS assists in outreach to institutional customers—specifically librarians, library vendors, and writing program faculty. The CRS will be responsible for presenting the reference and writing book list to institutions on an ongoing or cyclical basis.
  • Team Collaboration. Work collaboratively with the Marketing team to develop strategic messaging and implement outreach activities.
  • Product development. Use on the job experience and customer feedback to participate in the development, refinement, and improvement of new and current University of Chicago Press reference products.

Competencies:

  • Excellent verbal and written communication skills required.
  • Creativity required.
  • Interpersonal skills required.
  • Customer service skills required.
  • Attention to detail required.
  • Organizational skills required.
  • Ability to respond quickly and appropriately to emails and queries required.
  • Ability to maintain confidentiality required.
  • Ability to work as part of a team required.
  • Ability to work independently with a high degree of initiative required.
  • Ability to work on multiple projects simultaneously, set priorities, and meet deadlines required.
  • Ability to manage stressful situations required.
  • Knowledge of database, word processing, and spreadsheet software required.
  • Ability to represent organizations positively to internal and external clients required.
  • Ability to travel required.
  • Ability to set up and break down book exhibits at academic conferences required.
  • Previous academic publishing experience preferred.
  • Familiarity working with academics and institutions of higher learning preferred.
  • Ability to train and coordinate the work of others preferred.
  • An understanding of usage statistics and web analytics preferred.

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at:  http://securityreport.uchicago.edu.  Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

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